Analyst (Support & Operations)
India
Apply now
Job Description
Analyst (Support & Operations)
Nagpur, Maharashtra

Job Summary

Remote Desktop Services

Key Responsibilities

RDS – Roles & Responsibilities\\r\\n1. Incident & Ticket Management\\r\\n\\r\\nHandle tickets through ServiceNow or similar ITSM tools\\r\\nTroubleshoot user issues related to desktops, applications, and access\\r\\nPrioritize incidents based on SLA and business impact\\r\\nProvide timely resolution and updates to end users [Dear All,...for RDS ro | Viva Engage]\\r\\n\\r\\n\\r\\n2. Remote Support & Endpoint Assistance\\r\\n\\r\\nProvide remote troubleshooting using tools like Bomgar / remote support utilities\\r\\nDiagnose OS, application, and connectivity issues\\r\\nSupport Windows environments (e.g., Windows 10/11)\\r\\nEnsure user productivity with quick issue resolution [Dear All,...for RDS ro | Viva Engage]\\r\\n\\r\\n\\r\\n3. User Access & Identity Management\\r\\n\\r\\nManage user accounts in Active Directory (AD)\\r\\nReset passwords, unlock accounts, and modify user profiles\\r\\nProvision and de-provision access based on requests\\r\\nMaintain security compliance for user access [Dear All,...for RDS ro | Viva Engage]\\r\\n\\r\\n\\r\\n4. Cloud & Virtual Desktop (VDI/WVD) Management\\r\\n\\r\\nManage Azure WVD / Virtual Desktop environments\\r\\nControl user access and permissions in cloud workspace\\r\\nSupport cloud migrations (applications and data)\\r\\nWork with virtualization platforms for user environments [Dear All,...for RDS ro | Viva Engage]\\r\\n\\r\\n\\r\\n5. Device & Endpoint Management\\r\\n\\r\\nManage devices using Intune or endpoint management tools\\r\\nPerform remote resets, enroll/un-enroll devices\\r\\nMaintain device inventory and configurations\\r\\nAutomate reporting (e.g., device data extraction via scripts) [Dear All,...for RDS ro | Viva Engage]\\r\\n\\r\\n\\r\\n6. Application & Patch Management\\r\\n\\r\\nSupport application deployment and troubleshooting\\r\\nAssist in OS and application upgrades (e.g., Windows 10 → 11 migration)\\r\\nManage application access and security groups\\r\\nCoordinate with patching teams for compliance\\r\\n\\r\\n\\r\\n7. Security & Compliance Support\\r\\n\\r\\nEnsure adherence to enterprise security policies\\r\\nHandle user access reviews and audit requests\\r\\nSupport PAM, IAM, and endpoint security processes\\r\\nMaintain compliance for audits and internal checks\\r\\n\\r\\n\\r\\n8. Onboarding & Access Provisioning\\r\\n\\r\\nCoordinate onboarding activities for new users\\r\\nEnsure timely provisioning of access to tools (AD, Intune, W365, etc.)\\r\\nSupport distribution lists and workspace setup\\r\\nComplete training and access readiness validation [RBAC RDS | Word]\\r\\n\\r\\n\\r\\n9. Documentation & Reporting\\r\\n\\r\\nUpdate SOPs and knowledge base articles\\r\\nMaintain incident records and resolution documentation\\r\\nGenerate reports for tickets, devices, and compliance\\r\\nShare updates with leads and stakeholders\\r\\n\\r\\n\\r\\n10. Collaboration & Escalation Management\\r\\n\\r\\nWork with L2/L3 teams for complex issues\\r\\nCoordinate with infrastructure, security, and application teams\\r\\nEscalate unresolved issues within SLA timelines\\r\\nParticipate in technical discussions and KT sessions

Skill Requirements

Remote Desktop Services - Windows PC

Other Requirements

Excellent Communication
Apply now
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 227,000 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 December 2026 totaled $14.7 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.