Sr Administrator (Support & Operations)
India
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Job Description
Sr Administrator (Support & Operations)
Hyderabad, Telangana

Job Summary

Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time

Key Responsibilities

Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time

Skill Requirements

Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time

Other Requirements

Location: Hyderabad/Pune Shift Requirement: 24x7x365 rotational shifts (including night shifts and weekends) ________________________________________ Role Overview: We are looking for a proactive and customer-focused Service Desk Analyst to provide first-level IT support. The role involves handling user issues, managing incidents and service requests, and ensuring timely resolution in line with SLAs while delivering excellent customer service. ________________________________________ Key Responsibilities: • Provide first-level IT support to end users for incidents and service requests • Log, categorize, prioritize, and track tickets in ITSM tools • Perform initial troubleshooting and resolution for technical issues • Escalate unresolved issues to L2/L3 teams as per defined processes • Ensure adherence to SLA and KPI targets • Maintain accurate documentation of incidents, requests, and resolutions • Provide regular updates to users on ticket status • Support knowledge base updates and documentation • Follow ITIL best practices for incident, problem, and change management ________________________________________ Required Skills & Qualifications: Technical Skills: • Basic understanding of IT Service Management (ITSM) concepts • Hands-on or exposure to ITSM tools such as: o ServiceNow o Jira o Salesforce (or similar tools) • Basic knowledge of incident management, service request handling, and ticket lifecycle Process Knowledge: • Technical expertise in computer function • Network troubleshooting • VPN issues • Active Directory and MFA related issues • Knowledge of SLA-based support environments ________________________________________ Soft Skills: • Strong communication and customer handling skills • Ability to work in a fast-paced and dynamic environment • Good analytical and problem-solving skills • Willingness to work in rotational shifts including nights and weekends ________________________________________ Eligibility Criteria: • Graduate (any discipline; IT preferred) • 0–4 years of experience in Service Desk / IT Support / Helpdesk roles • Freshers with relevant knowledge can also be considered ________________________________________ Preferred Skills (Good to Have): • Experience in handling enterprise-level IT environments • Familiarity with remote troubleshooting tools • Exposure to knowledge management and reporting ________________________________________ Employment Type: Full-Time
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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 227,000 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 March 2026 totaled $14.7 billion.