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

Job Summary

Power BI L1 Support Analyst is responsible for providing first-level support for Power BI reports, dashboards, datasets, and user access issues. The role focuses on monitoring, troubleshooting, incident management, and ensuring uninterrupted BI services for business users.

Key Responsibilities

Provide Level-1 support for Power BI users and business stakeholders. Monitor Power BI dashboards, reports, data refreshes, and scheduled jobs. Investigate and resolve basic report, visualization, and access-related issues. Manage incidents, service requests, and escalations through ITSM tools (e.g., ServiceNow). Perform user provisioning, role assignments, and workspace access management. Validate data refresh failures and coordinate with L2/L3 teams for complex issues. Track and maintain SLA compliance for incidents and service requests. Communicate issue status and resolution updates to end users. Support report deployment activities following defined change management procedures. Maintain support documentation, knowledge articles, and standard operating procedures. Perform basic health checks on Power BI Service, gateways, and data connections. Identify recurring issues and recommend process improvements.

Skill Requirements

Basic understanding of Power BI Desktop and Power BI Service. Knowledge of dashboards, reports, datasets, and workspaces. Understanding of data refresh schedules and gateway concepts. Familiarity with SQL fundamentals and data analysis. Knowledge of Microsoft 365 and Azure AD user management. Experience with ITSM tools such as ServiceNow. Strong troubleshooting and analytical skills. Good customer service and communication skills. Ability to work in a shift-based support environment. Attention to detail and documentation skills.

Other Requirements

Incident Resolution Rate First Contact Resolution (FCR) SLA Compliance % Mean Time to Resolve (MTTR) User Satisfaction (CSAT) Ticket Backlog Reduction Knowledge Article Utilization
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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.