Analyst - English, German, Microsoft Windows
India
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Job Description
Analyst - English, German, Microsoft Windows
Others, Maharashtra

Job Summary

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.

Key Responsibilities

Receive, log, and handle incidents and service requests via chat and calls. • Classify, prioritize, and categorize incidents and service interruptions. • Provide first-contact resolution for common service requests. • Escalate complex or unresolved incidents per SLA guidelines. • Track tickets from logging to resolution and closure. • Communicate status and resolution updates to users and stakeholders. • Support operations during change activities with minimal service disruption. • Maintain accurate records and catalog incidents by symptom and resolution. • Assist in tracking service reliability and performance data.

Skill Requirements

Experience in Service Desk / Help Desk operations (L1/L1.5). • Strong chat and voice support skills. • Knowledge of ITIL Incident and Request Management. • Experience with ticketing tools such as ServiceNow. • Strong communication and customer service skills.

Other Requirements

Experience in Service Desk / Help Desk operations (L1/L1.5).
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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.