Sr Analyst
India
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Job Description
Sr Analyst
Chennai, Tamil Nadu

Job Summary

Service Desk Specialist/Lead

Key Responsibilities

Team Leadership: Lead, train, and mentor Service Desk staff to maintain high-performing, customer-focused support. Incident/SLA Management: Oversee queue management, ensuring incident resolutions meet or exceed Service Level Agreements (SLAs). Escalation Point: Act as the primary escalation point for complex technical issues, collaborating with other IT teams for resolution. Performance Tracking: Monitor metrics (e.g., ticket volume, closure rates, satisfaction) and report findings to management.Process Improvement: Develop and enforce ITIL-based policies, procedures, and knowledge base documentation. Resource Management: Ensure 24x7 coverage, manage shift schedules, and manage IT assets

Skill Requirements

Experience: 5+ years in IT support, with 2+ years in a supervisory or team lead role. Technical Knowledge: Strong understanding of ITIL practices, ITSM software, Windows/Mac OS, Office 365, Active Directory, and hardware troubleshooting.Leadership: Proven ability to motivate teams and work under high-stress conditions. Communication: Excellent verbal and written skills for reporting to management and assisting non-technical users

Other Requirements

ITIL
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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.