Analyst (Support & Operations)
India
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Job Description
Analyst (Support & Operations)
Lucknow, Uttar Pradesh

Job Summary

Job Summary : Service Desk Agent English Only Job Responsibilities : Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users\\r\\n- Route problems to internal 2nd and 3rd level IT support staff.\\r\\n- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\\r\\n- Administer and provide User account provisioning.\\r\\n- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\\\\\\\'s.\\r\\n- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.\\r\\n- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs \\r\\n- Perform user account management activities\\r\\n- Escalate complex problem to appropriate support specialists\\r\\n- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\\r\\npresentation graphics, database management systems, electronic mail, and communications)\\r\\n- Troubleshoot client software and basic network connectivity problems\\r\\n- Identify, evaluate and prioritize customer problems and complaints\\r\\n- May train users and operators on a limited basis and/or may write training procedures\\r\\n- Participate in on-going training and departmental development\\r\\n- Routine maintenance updates with other IT staff and business units\\r\\n- Provide all required documentation including standards, configurations and diagrams\\r\\n- Provide knowledge transfer of EUC operations. Skill Requirement : Exposure to global support environment / 24x7 shifts [Hi All,\\r\\n\\r\\nH...Keyword: S | Viva Engage]\\r\\nKnowledge of:\\r\\n\\r\\nActive Directory, SCCM, or Intune\\r\\nEndpoint management and remote tools\\r\\n\ Job Role : Analyst - English, German, Microsoft Windows Job Summary : Service Desk Agent English Only Job Responsibilities : Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users\\r\\n- Route problems to internal 2nd and 3rd level IT support staff.\\r\\n- Coordinate and manage relationships with vendors and support staff that prov

Key Responsibilities

Job Summary : Service Desk Agent English Only
Job Responsibilities : Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users\\r\\n- Route problems to internal 2nd and 3rd level IT support staff.\\r\\n- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\\r\\n- Administer and provide User account provisioning.\\r\\n- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\\\\\\\'s.\\r\\n- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.\\r\\n- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs \\r\\n- Perform user account management activities\\r\\n- Escalate complex problem to appropriate support specialists\\r\\n- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\\r\\npresentation graphics, database management systems, electronic mail, and communications)\\r\\n- Troubleshoot client software and basic network connectivity problems\\r\\n- Identify, evaluate and prioritize customer problems and complaints\\r\\n- May train users and operators on a limited basis and/or may write training procedures\\r\\n- Participate in on-going training and departmental development\\r\\n- Routine maintenance updates with other IT staff and business units\\r\\n- Provide all required documentation including standards, configurations and diagrams\\r\\n- Provide knowledge transfer of EUC operations.
Skill Requirement : Exposure to global support environment / 24x7 shifts [Hi All,\\r\\n\\r\\nH...Keyword: S | Viva Engage]\\r\\nKnowledge of:\\r\\n\\r\\nActive Directory, SCCM, or Intune\\r\\nEndpoint management and remote tools\\r\\n\

Skill Requirements

Job Summary : Service Desk Agent English Only
Job Responsibilities : Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users\\r\\n- Route problems to internal 2nd and 3rd level IT support staff.\\r\\n- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\\r\\n- Administer and provide User account provisioning.\\r\\n- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\\\\\\\'s.\\r\\n- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.\\r\\n- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs \\r\\n- Perform user account management activities\\r\\n- Escalate complex problem to appropriate support specialists\\r\\n- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\\r\\npresentation graphics, database management systems, electronic mail, and communications)\\r\\n- Troubleshoot client software and basic network connectivity problems\\r\\n- Identify, evaluate and prioritize customer problems and complaints\\r\\n- May train users and operators on a limited basis and/or may write training procedures\\r\\n- Participate in on-going training and departmental development\\r\\n- Routine maintenance updates with other IT staff and business units\\r\\n- Provide all required documentation including standards, configurations and diagrams\\r\\n- Provide knowledge transfer of EUC operations.
Skill Requirement : Exposure to global support environment / 24x7 shifts [Hi All,\\r\\n\\r\\nH...Keyword: S | Viva Engage]\\r\\nKnowledge of:\\r\\n\\r\\nActive Directory, SCCM, or Intune\\r\\nEndpoint management and remote tools\\r\\n\

Other Requirements

Good Communication Skils
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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 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 March 2026 totaled $14.7 billion.