Analyst (Support & Operations)
India
Apply now
Job Description
Analyst (Support & Operations)
Thiruvananthapuram, Kerala

Job Summary

1. Job Summary\\\\r\\\\nThe role is responsible for providing Level 1 (L1) IT Service Desk support to end users, acting as the first point of contact for hardware, software, network, and access-related issues. The position focuses on incident resolution, request fulfillment, customer experience, and adherence to SLA, quality, and compliance standards while working in a multi-shift operational environment. \\\\r\\\\n________________________________________\\\\r\\\\n2. Key Responsibilities\\\\r\\\\n• Provide first-line technical support to end users via telephone, email, and chat for hardware, software, network, and remote access issues. \\\\r\\\\n• Diagnose, troubleshoot, and resolve incidents within agreed SLAs, ensuring First Call Resolution (FCR) wherever possible. \\\\r\\\\n• Route or escalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation processes. \\\\r\\\\n• Administer user access management, including joiners, movers, and exit controls. \\\\r\\\\n• Use the call tracking/ticketing system to log, update, track, and document incidents, service requests, resolutions, and workarounds. \\\\r\\\\n• Coordinate with vendors and internal support teams for hardware, software, and network issue resolution. \\\\r\\\\n• Ensure positive customer experience and CSAT, maintaining minimum AHT and avoiding reopened or rejected resolutions. \\\\r\\\\n• Maintain high login efficiency and availability during assigned shifts. \\\\r\\\\n• Adhere to quality standards, voice and accent guidelines, regulatory requirements, and company policies. \\\\r\\\\n• Participate in cross-training, operational excellence initiatives, and teamwork activities within the service desk. \\\\r\\\\n• Contribute to knowledge base updates and continuous self-development. \\\\r\\\\n• Support helpdesk-related projects or internal assignments as a project team member when required. \\\\r\\\\n________________________________________\\\\r\\\\n3. Skill Requirement / Other Requirement\\\\r\\\\nTechnical Skills\\\\r\\\\n• Windows Operating Systems: Windows 7, Windows 8, Windows 10 (Client) and Windows 2000 / 2003 / 2008 (Server). \\\\r\\\\n• Remote support tools: TeamViewer, LiveMeeting, Windows Remote Assistance. \\\\r\\\\n• Collaboration tools: Microsoft Lync and OCS. \\\\r\\\\n• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook. \\\\r\\\\n• Internet browsers: Internet Explorer, Chrome, Firefox. \\\\r\\\\n• Security tools: Anti-virus and firewall software. \\\\r\\\\n• PC hardware knowledge: \\\\r\\\\no Desktop and laptop systems\\\\r\\\\no Peripheral devices (printers, scanners) \\\\r\\\\n• Mobile devices and OS: iOS, Android, Windows. \\\\r\\\\n• Mobile device management exposure (preferred): AirWatch, MobileIron, Blackberry, Good for Enterprise. \\\\r\\\\nBehavioral / Operational Requirements\\\\r\\\\n• Willingness to work in rotational shifts, including national holidays, as per operational requirements. \\\\r\\\\n• Ability to work collaboratively in a team-oriented helpdesk environment. \\\\r\\\\n• Strong customer handling skills with focus on service quality and compliance. \\\\r\\\\nEligibility\\\\r\\\\n• Fluency in the respective language at B2 level or above. \\\\r\\\\n________________________________________\\\\r\\\\n4. Additional Request\\\\r\\\\n• Willingness to participate in on-the-job and commercial training programs to enhance technical skills and support capabilities. \\\\r\\\\n• Readiness to contribute to continuous improvement initiatives, including process optimization and operational excellence

Key Responsibilities

Provide first-line technical support to end users via telephone, email, and chat for hardware, software, network, and remote access issues. \r\n• Diagnose, troubleshoot, and resolve incidents within agreed SLAs, ensuring First Call Resolution (FCR) wherever possible. \r\n• Route or escalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation processes. \r\n• Administer user access management, including joiners, movers, and exit controls. \r\n• Use the call tracking/ticketing system to log, update, track, and document incidents, service requests, resolutions, and workarounds. \r\n• Coordinate with vendors and internal support teams for hardware, software, and network issue resolution. \r\n• Ensure positive customer experience and CSAT, maintaining minimum AHT and avoiding reopened or rejected resolutions. \r\n• Maintain high login efficiency and availability during assigned shifts. \r\n• Adhere to quality standards, voice and accent guidelines, regulatory requirements, and company policies. \r\n• Participate in cross-training, operational excellence initiatives, and teamwork activities within the service desk. \r\n• Contribute to knowledge base updates and continuous self-development. \r\n• Support helpdesk-related projects or internal assignments as a project team member when required.

Skill Requirements

 Technical Skills\r\n• Windows Operating Systems: Windows 7, Windows 8, Windows 10 (Client) and Windows 2000 / 2003 / 2008 (Server). \r\n• Remote support tools: TeamViewer, LiveMeeting, Windows Remote Assistance. \r\n• Collaboration tools: Microsoft Lync and OCS. \r\n• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook. \r\n• Internet browsers: Internet Explorer, Chrome, Firefox. \r\n• Security tools: Anti-virus and firewall software. \r\n• PC hardware knowledge: \r\no Desktop and laptop systems\r\no Peripheral devices (printers, scanners) \r\n• Mobile devices and OS: iOS, Android, Windows. \r\n• Mobile device management exposure (preferred): AirWatch, MobileIron, Blackberry, Good for Enterprise. \r\nBehavioral / Operational Requirements\r\n• Willingness to work in rotational shifts, including national holidays, as per operational requirements. \r\n• Ability to work collaboratively in a team-oriented helpdesk environment. \r\n• Strong customer handling skills with focus on service quality and compliance. \r\nEligibility\r\n• Fluency in the respective language at B2 level or above.

Other Requirements

 Willingness to participate in on-the-job and commercial training programs to enhance technical skills and support capabilities. \r\n• Readiness to contribute to continuous improvement initiatives, including process optimization and operational excellence
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.