Senior Analyst - English, Arabic, Microsoft Windows
Sri Lanka
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Others, Southern

Job Summary

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as ServiceNow or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Key Responsibilities

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as ServiceNow or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Skill Requirements

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as ServiceNow or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Other Requirements

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as ServiceNow or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)
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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.