Sr Analyst
India
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Job Description
Sr Analyst
Nagpur, Maharashtra

Job Summary

We are looking for a Service Desk Analyst (English) to provide first-level IT support to end users. The role involves handling incidents and service requests while ensuring high customer satisfaction and adherence to SLAs.

Key Responsibilities

Provide L1/L2 IT support via phone, email, chat, and ticketing systems Handle customer interactions effectively in English (spoken and written) Log, categorize, prioritize, and resolve incidents/service requests Troubleshoot issues related to Windows OS, Office 365, Outlook, VPN, printers, and basic networking Perform user account management (password resets, access requests, Active Directory tasks) Escalate complex issues to appropriate support teams Follow ITIL processes for incident, problem, and change management Ensure adherence to SLA/KPI targets and maintain high customer satisfaction Document resolutions and maintain knowledge base updates

Skill Requirements

Strong communication skills in English (verbal and written) Good troubleshooting and analytical skills Experience with ticketing tools (ServiceNow, Remedy, etc.) Basic knowledge of IT infrastructure and end-user support Ability to work in 24/7 or rotational shifts

Other Requirements

ITIL Foundation certification Experience supporting global customers Familiarity with 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.