Senior Analyst - English, French, Microsoft Windows
India
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Job Description
Senior Analyst - English, French, Microsoft Windows
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

We are looking for a Service Desk L1 Analyst to join our IT support team and act as the first point of contact for end users. The role involves providing technical support for hardware, software, and application related issues via phone, email, and chat. The ideal candidate is customer focused, technically curious, and committed to delivering a high quality support experience.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Serve as the first point of contact for IT support requests via calls, emails, and chat. \\\\r\\\\n• Log, categorize, prioritize, and resolve incidents and service requests using a ticketing system. \\\\r\\\\n• Provide basic troubleshooting for desktop, laptop, operating system, application, and connectivity issues. \\\\r\\\\n• Aim for First Call Resolution (FCR) wherever possible and escalate unresolved issues to L2/L3 teams following defined processes. \\\\r\\\\n• Maintain accurate and detailed ticket documentation, work logs, and resolution notes. \\\\r\\\\n• Follow SLA, quality, security, and compliance standards while delivering support. \\\\r\\\\n• Ensure high levels of customer satisfaction (CSAT) through timely and professional communication. \\\\r\\\\n• Participate in knowledge base updates, process improvements, and self learning initiatives. \\\\r\\\\n\\\\r\\\\nTechnical Skills\\\\r\\\\n• Basic knowledge of Windows OS, end user applications, and desktop support\\\\r\\\\n• Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow or similar)\\\\r\\\\n• Understanding of Incident and Service Request Management concepts\\\\r\\\\nCommunication & Soft Skills\\\\r\\\\n• Strong verbal and written communication skills\\\\r\\\\n• Customer centric mindset with the ability to handle users professionally\\\\r\\\\n• Good problem solving and analytical thinking skills\\\\r\\\\nWork & Behavioral Skills\\\\r\\\\n• Willingness to work in 24×7 rotational shifts\\\\r\\\\n• Ability to work in a fast paced, SLA driven environment\\\\r\\\\n• Team player with a learning attitude\\\\r\\\\nPreferred Qualifications\\\\r\\\\n• ITIL Foundation certification (good to have)\\\\r\\\\n• Prior experience in IT Service Desk / Technical Support roles\\\\r\\\\n• Exposure to voice and non voice support environments\\\\r\\\\n\\\\r\\\\n

Key Responsibilities

Serve as the first point of contact for IT support requests via calls, emails, and chat. \r\n• Log, categorize, prioritize, and resolve incidents and service requests using a ticketing system. \r\n• Provide basic troubleshooting for desktop, laptop, operating system, application, and connectivity issues. \r\n• Aim for First Call Resolution (FCR) wherever possible and escalate unresolved issues to L2/L3 teams following defined processes. \r\n• Maintain accurate and detailed ticket documentation, work logs, and resolution notes. \r\n• Follow SLA, quality, security, and compliance standards while delivering support. \r\n• Ensure high levels of customer satisfaction (CSAT) through timely and professional communication. \r\n• Participate in knowledge base updates, process improvements, and self learning initiatives. \r\n

Skill Requirements

 Basic knowledge of Windows OS, end user applications, and desktop support\r\n• Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow or similar)\r\n• Understanding of Incident and Service Request Management concepts\r\n

Other Requirements

ITIL Foundation certification (good to have)\r\n• Prior experience in IT Service Desk / Technical Support roles\r\n• Exposure to voice and non voice support environments\r\n\r\n
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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 223,000 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 June 2026 totaled $14.8 billion.