SeniorAnalyst - English, Spanish, Windows
India
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Job Description
SeniorAnalyst - English, Spanish, Windows
Nagpur, Maharashtra

Job Summary

Job Description – Service Desk (L1 / 1.2 Resource) Role Summary Acts as the first point of contact (SPOC) for users, providing 24x7 support for IT incidents and service requests, ensuring timely resolution and high-quality user experience. Key Responsibilities Incident Management Log, categorize, and prioritize incidents via ITSM tools Perform initial troubleshooting and restore services within SLA Escalate unresolved issues to L2/L3 teams Service Request Fulfillment Handle user requests (access, installations, basic changes) Ensure requests are completed as per defined workflows and SLAs User Support & Communication Provide support via voice, chat, email, or portal Keep users informed on ticket status and resolution progress Ensure high customer satisfaction Ticket Ownership & Tracking Own tickets end-to-end until closure Maintain accurate and complete ticket documentation Follow ITIL-based incident and request processes [B.8_IT Ser...k services | Word] First-Line Troubleshooting Perform initial diagnosis for application, hardware, and infrastructure issues Use knowledge base and standard troubleshooting guides for quick resolution [Atlas-ODP-...eview V0.3 | PowerPoint] Knowledge Management Contribute to KB articles and known error database Promote self-service where applicable Required Skills ITSM tools: ServiceNow / GLPI or equivalent Understanding of Incident, Request, and SLA management Basic knowledge of Windows, O365, networking, and end-user computing Strong communication and customer handling skills Ability to work in a 24x7 shift environment

Key Responsibilities

Job Description – Service Desk (L1 / 1.2 Resource) Role Summary Acts as the first point of contact (SPOC) for users, providing 24x7 support for IT incidents and service requests, ensuring timely resolution and high-quality user experience. Key Responsibilities Incident Management Log, categorize, and prioritize incidents via ITSM tools Perform initial troubleshooting and restore services within SLA Escalate unresolved issues to L2/L3 teams Service Request Fulfillment Handle user requests (access, installations, basic changes) Ensure requests are completed as per defined workflows and SLAs User Support & Communication Provide support via voice, chat, email, or portal Keep users informed on ticket status and resolution progress Ensure high customer satisfaction Ticket Ownership & Tracking Own tickets end-to-end until closure Maintain accurate and complete ticket documentation Follow ITIL-based incident and request processes [B.8_IT Ser...k services | Word] First-Line Troubleshooting Perform initial diagnosis for application, hardware, and infrastructure issues Use knowledge base and standard troubleshooting guides for quick resolution [Atlas-ODP-...eview V0.3 | PowerPoint] Knowledge Management Contribute to KB articles and known error database Promote self-service where applicable Required Skills ITSM tools: ServiceNow / GLPI or equivalent Understanding of Incident, Request, and SLA management Basic knowledge of Windows, O365, networking, and end-user computing Strong communication and customer handling skills Ability to work in a 24x7 shift environment

Skill Requirements

Job Description – Service Desk (L1 / 1.2 Resource) Role Summary Acts as the first point of contact (SPOC) for users, providing 24x7 support for IT incidents and service requests, ensuring timely resolution and high-quality user experience. Key Responsibilities Incident Management Log, categorize, and prioritize incidents via ITSM tools Perform initial troubleshooting and restore services within SLA Escalate unresolved issues to L2/L3 teams Service Request Fulfillment Handle user requests (access, installations, basic changes) Ensure requests are completed as per defined workflows and SLAs User Support & Communication Provide support via voice, chat, email, or portal Keep users informed on ticket status and resolution progress Ensure high customer satisfaction Ticket Ownership & Tracking Own tickets end-to-end until closure Maintain accurate and complete ticket documentation Follow ITIL-based incident and request processes [B.8_IT Ser...k services | Word] First-Line Troubleshooting Perform initial diagnosis for application, hardware, and infrastructure issues Use knowledge base and standard troubleshooting guides for quick resolution [Atlas-ODP-...eview V0.3 | PowerPoint] Knowledge Management Contribute to KB articles and known error database Promote self-service where applicable Required Skills ITSM tools: ServiceNow / GLPI or equivalent Understanding of Incident, Request, and SLA management Basic knowledge of Windows, O365, networking, and end-user computing Strong communication and customer handling skills Ability to work in a 24x7 shift environment

Other Requirements

Job Description – Service Desk (L1 / 1.2 Resource) Role Summary Acts as the first point of contact (SPOC) for users, providing 24x7 support for IT incidents and service requests, ensuring timely resolution and high-quality user experience. Key Responsibilities Incident Management Log, categorize, and prioritize incidents via ITSM tools Perform initial troubleshooting and restore services within SLA Escalate unresolved issues to L2/L3 teams Service Request Fulfillment Handle user requests (access, installations, basic changes) Ensure requests are completed as per defined workflows and SLAs User Support & Communication Provide support via voice, chat, email, or portal Keep users informed on ticket status and resolution progress Ensure high customer satisfaction Ticket Ownership & Tracking Own tickets end-to-end until closure Maintain accurate and complete ticket documentation Follow ITIL-based incident and request processes [B.8_IT Ser...k services | Word] First-Line Troubleshooting Perform initial diagnosis for application, hardware, and infrastructure issues Use knowledge base and standard troubleshooting guides for quick resolution [Atlas-ODP-...eview V0.3 | PowerPoint] Knowledge Management Contribute to KB articles and known error database Promote self-service where applicable Required Skills ITSM tools: ServiceNow / GLPI or equivalent Understanding of Incident, Request, and SLA management Basic knowledge of Windows, O365, networking, and end-user computing Strong communication and customer handling skills Ability to work in a 24x7 shift environment
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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.