Analyst (Support & Operations)
India
Apply now
Job Description
Analyst (Support & Operations)
Noida, Uttar Pradesh

Job Summary

Act as the first point of contact for users/customers seeking IT support. Provide Level-1 technical support for hardware, software, network, and access-related issues. Log, diagnose, troubleshoot, and resolve incidents and service requests while ensuring SLA adherence. Deliver a high-quality customer experience through effective communication and timely resolution of issues. Coordinate with resolver groups and maintain ownership of incidents until closure. 

Key Responsibilities

Serve as the primary contact for users through phone, email, chat, or ticketing tools. Record, categorize, prioritize, and assign incidents/service requests in the ITSM platform. Provide Level-1 troubleshooting for: Windows operating systems Microsoft Office applications Email and collaboration tools Hardware and peripheral devices Basic network connectivity issues Resolve incidents within agreed SLA targets. Escalate unresolved issues to Level-2/Level-3 support teams while retaining ownership. Track tickets through closure and provide regular status updates to users. Maintain accurate documentation of incidents, resolutions, and knowledge articles. Follow Incident, Problem, Change, and Request Fulfillment processes. Support user onboarding activities such as account setup and access requests. Ensure customer satisfaction through professional communication and proactive follow-up. Contribute to knowledge management and process improvement initiatives

Skill Requirements

Technical Skills Good knowledge of Windows OS (Windows 10/11). Familiarity with Microsoft Office 365 applications. Understanding of Active Directory and user account management. Basic networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with ITSM tools such as ServiceNow. Knowledge of remote support tools and troubleshooting methodologies. Understanding of ITIL service management principles. Soft Skills Excellent verbal and written communication skills. Strong customer service orientation. Analytical problem-solving ability. Good listening and questioning skills. Ability to multitask in a high-volume environment. Time management and prioritization skills. Team collaboration and stakeholder management. Ability to work under pressure and manage escalations professionally

Other Requirements

NA
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 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.