Sr Administrator (Support & Operations)
India
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Job Description
Sr Administrator (Support & Operations)
Nagpur, Maharashtra

Job Summary

The Service Desk Analyst will provide first-level IT support to end users, ensuring timely resolution of incidents and service requests. The role requires fluency in French and English, strong communication skills, and adherence to SLA and quality standards.

Key Responsibilities

Provide Level 1 support via calls, chats, and emails in French and English Log, categorize, and prioritize incidents and service requests Ensure timely resolution within defined SLA timelines Perform first-level troubleshooting for: Hardware / Software issues Office 365 / Outlook / Teams Password resets & account unlocks Basic network/VPN issues Escalate unresolved issues to L2/L3 teams as per process Maintain accurate ticket documentation and updates Follow ITIL processes (Incident, Request, Knowledge Management) Contribute to Knowledge Base (KM) updates and improvements Ensure customer satisfaction and quality compliance

Skill Requirements

French Language Proficiency (B1/B2 or above preferred) Strong verbal and written communication in French & English Good understanding of IT Service Desk operations Basic knowledge of: Windows OS MS Office / Office 365 Active Directory

Other Requirements

Preferred Skills: ITIL Foundation certification Experience in tools like ServiceNow / Remedy / BMC Exposure to remote support tools
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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.