Senior Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Lucknow, Uttar Pradesh

Job Summary

The Service Desk Manager is responsible for leading the IT service desk team to deliver high-quality technical support, ensure adherence to SLAs, and drive continuous service improvements aligned with business needs.



Key Responsibilities

Manage day-to-day operations of the IT Service Desk (L1/L2 support) Ensure timely resolution of incidents, service requests, and escalations Monitor and meet SLA/KPI targets (response time, resolution time, CSAT) Lead, mentor, and develop service desk team members Implement ITIL best practices (Incident, Problem, Change Management) Handle major incidents and ensure proper communication with stakeholders Drive continuous service improvement initiatives and process enhancements Maintain knowledge base and ensure documentation of recurring issues Coordinate with infrastructure, application, and third-party vendors Prepare reports and dashboards for management review

Skill Requirements

Strong knowledge of ITIL framework and service management processes Excellent leadership, communication, and stakeholder management skills Experience in ticketing tools (ServiceNow, Remedy, Jira, etc.) Strong analytical and problem-solving abilities Ability to manage escalations and critical incidents effectively Customer-centric mindset with focus on service quality

Other Requirements

Bachelor’s degree in IT, Computer Science, or related field 8–12 years of IT experience with 3–5 years in Service Desk leadership ITIL certification preferred
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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.