Analyst (Support & Operations)
India
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Job Description
Analyst (Support & Operations)
Bengaluru, Karnataka

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.

Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher).\\\\r\\\\n• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.\\\\r\\\\n• Adhere to ITIL processes for managing incidents and service requests.\\\\r\\\\n• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.\\\\r\\\\n• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.\\\\r\\\\n• Uphold high standards of ticket management and strive to maximize user satisfaction.\\\\r\\\\n• Comply with the 3-strike policy for user follow-up.\\\\r\\\\n• Collaborate with FSS teams to coordinate onsite support requests when necessary.\\\\r\\\\n\\\\r\\\\n

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher). • Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems. • Adhere to ITIL processes for managing incidents and service requests. • Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs. • Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication. • Uphold high standards of ticket management and strive to maximize user satisfaction. • Comply with the 3-strike policy for user follow-up. • Collaborate with FSS teams to coordinate onsite support requests when necessary.

Skill Requirements

Job Description : • Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher).\\\\r\\\\n• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.\\\\r\\\\n• Adhere to ITIL processes for managing incidents and service requests.\\\\r\\\\n• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.\\\\r\\\\n• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.\\\\r\\\\n• Uphold high standards of ticket management and strive to maximize user satisfaction.\\\\r\\\\n• Comply with the 3-strike policy for user follow-up.\\\\r\\\\n• Collaborate with FSS teams to coordinate onsite support requests when necessary.\\\\r\\\\n\\\\r\\\\n

Other Requirements

Good Have a Technical knowledge on Windows , MAC, Network and EUC
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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 226,300 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 2025 totaled $14.5 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.