Analyst (Support & Operations)
India
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Job Description
Analyst (Support & Operations)
Chennai, Tamil Nadu

Job Summary

Job Description : Primary: Service Desk (English) 

Job Summary : We are seeking a dedicated IT Service Desk Agent to join our End User Computing Support team. The ideal candidate will be responsible for providing Level 2 support to end users, ensuring the smooth operation of their computing environment. This role involves troubleshooting hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction.

Key Responsibilities

Job Responsibilities : • Provide Level 2 support for end user computing issues, including hardware, software, and network-related problems. • Respond to and resolve service requests and incidents in a timely manner, ensuring adherence to SLAs. • Perform remote troubleshooting and diagnostics to identify and resolve technical issues. • Maintain accurate records of all service requests and incidents in the ticketing system. • Assist in the deployment and configuration of end user devices, including desktops, laptops, and mobile devices. • Provide support for software installations, updates, and patches. • Conduct regular follow-ups with end users to ensure issues are resolved to their satisfaction. • Participate in the development and maintenance of knowledge base articles and documentation. • Stay up-to-date with the latest trends and technologies in end user computing.

Skill Requirements

Skill Requirement : • Bachelor\'s degree in Computer Science, Information Technology, or a related field. • Minimum of 3 years of experience in an IT service desk or end user computing support role. • Strong knowledge of Windows client operating systems. • Experience with remote troubleshooting tools and techniques. • Familiarity with IT service management frameworks such as ITIL. • Excellent communication and interpersonal skills. • Ability to work independently and as part of a team. • Strong problem-solving skills and attention to detail. • Willingness to work in a 24/7 support environment.

Other Requirements

Other Requirement : • Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation. • Experience with service desk ticketing systems such as ServiceNow.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.