Sr Analyst
India
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Job Description
Sr Analyst
Lucknow, Uttar Pradesh

Job Summary

Job Description for EUC ServiceDesk Analyst\\\\r\\\\n \\\\r\\\\nJob Position: IT Analyst – Helpdesk\\\\r\\\\nDesignation: Analyst/Sr. Analyst\\\\r\\\\n \\\\r\\\\nJob Description\\\\r\\\\n \\\\r\\\\n• Responds to telephone calls, email, instant messages, and assigned tickets from users.\\\\r\\\\n• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.\\\\r\\\\n• Route problems to internal second and third level IT support staff.\\\\r\\\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\\\r\\\\n• Administer and provide User Access and Exit controls.\\\\r\\\\n• Identify, evaluate, and prioritize customer problems and complaints.\\\\r\\\\n• May train users and operators on a limited basis and/or may write training procedures.\\\\r\\\\n• Assign work orders / incidents to appropriate support teams and follow up until closure.\\\\r\\\\n• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts\\\\r\\\\n• Use Service Now to document and manage incident and Service requests and their respective resolutions.\\\\r\\\\n• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.\\\\r\\\\n• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.\\\\r\\\\n• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.\\\\r\\\\n \\\\r\\\\nEligibility, Knowledge, Skills & Experience\\\\r\\\\n \\\\r\\\\n• 3-5 yrs of university education post High school (B.Sc. or Diploma)\\\\r\\\\n• Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.\\\\r\\\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.\\\\r\\\\n• Phone & Chat support experience necessary.\\\\r\\\\n• Technical helpdesk or technical call center experience is necessary.\\\\r\\\\n• Disciplined, systematic problem-solving skills required.\\\\r\\\\n• Hands-on work experience with the following:\\\\r\\\\n• Windows Operating systems\\\\r\\\\n• Clients: Windows 7, Windows 10, Windows 11\\\\r\\\\n• Servers: Cloud AWS/ Azure, GCP\\\\r\\\\n• Remote desktop connectivity applications\\\\r\\\\n• MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365\\\\r\\\\n• Internet browsers (e.g. Edge, Chrome)\\\\r\\\\n• VPN/ CISCO Any Connect/ Ping ID/ MFA\\\\r\\\\n• Support for laptop, desktops, and printers.\\\\r\\\\n• iPhone and Android devices familiarity\\\\r\\\\n• Application: Adobe/ SAP/ Warehouse management etc.\\\\r\\\\n• Basic knowledge of ITIL, Incident/ Problem/ Change.\\\\r\\\\n\\\\r\\\\nSoft Skills\\\\r\\\\n\\\\r\\\\n• Excellent communication and conversation skills (Verbal and Written)\\\\r\\\\n• Good documentation skills\\\\r\\\\n• Should have a great customer handling skill.\\\\r\\\\n• Able to handle unforeseen situations.\\\\r\\\\n• High level of acceptance\\\\r\\\\n• Can drive HCL’s value and its methodology.\\\\r\\\\n

Key Responsibilities

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Skill Requirements

3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change.

Other Requirements

3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change.
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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.