Sr Analyst
India
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Job Description
Sr Analyst
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Service Desk Lead is responsible for overseeing Global Service Desk (GSD) operations and ensuring seamless collaboration with the Global Account Management (GAM) and cross-functional resolver teams. The role focuses on delivering consistent, high-quality IT support services aligned with SLA commitments, driving operational efficiency, improving First Contact Resolution (FCR), and enhancing customer experience through proactive governance and continuous improvement initiatives. This role acts as a key bridge between Service Desk operations, Field Service Operations (FSO), GAM leadership, and resolver groups to ensure end-to-end service delivery excellence

Key Responsibilities

1. Service Delivery & Operations Management

• Lead day-to-day Service Desk operations across regions (APAC, EMEA, AMER).

• Ensure adherence to SLAs, KPIs, and quality benchmarks (e.g., FCR, MTTR, ticket closure timelines).

• Drive effective incident, service request, and major incident handling.

• Monitor ticket queues, backlog, and aging to ensure timely resolution.

(Aligned to regular governance discussions)

2. Stakeholder & Client Engagement (GAM Alignment)

• Act as a single point of contact for GAM and client stakeholders for service desk performance.

• Provide periodic updates on ticket trends, key drivers, and service improvements.\r\n• Participate in governance calls, MOR reviews, and client discussions to present GSD performance insights.\r\n• Ensure customer-centric service delivery aligned with contractual expectations.\r\n________________________________________\r\n3. Cross-Functional Collaboration (GSD + FSO + Resolver Groups)\r\n• Work closely with FSO teams to optimize ticket routing and resolution efficiency. \r\n• Identify and drive shift-left opportunities (e.g., password resets, access issues, standard application support).\r\n• Coordinate with resolver teams (Applications, Endpoint, SAP, etc.) for SLA adherence.\r\n• Ensure smooth handoffs between Service Desk and downstream support teams.\r\n________________________________________\r\n4. Process Improvement & Transformation\r\n• Identify recurring ticket trends and drive automation or knowledge-based resolution. (e.g., account unlocks, password resets, application access issues) \r\n• Lead Kaizen/Six Sigma initiatives to improve efficiency, reduce ticket volumes, and optimize resolution time.\r\n• Drive continuous improvement through: \r\no Shift-left initiatives\r\no Knowledge base enhancement\r\no Automation (scripts, self-service tools)\r\n________________________________________\r\n5. Quality, Knowledge & Governance\r\n• Ensure adherence to quality standards through audits, dip checks, and feedback loops.\r\n• Drive Knowledge Management practices (KB creation, usage, and accuracy improvement).\r\n• Conduct regular team reviews and governance meetings to monitor operational health.\r\n• Maintain compliance with organizational and client-specific processes.\r\n________________________________________\r\n6. Team Leadership & People Management\r\n• Manage Service Desk agents, leads, and shift operations.\r\n• Ensure optimal staffing, roster management, and workload distribution.\r\n• Conduct coaching, mentoring, and performance reviews.\r\n• Drive capability building through training and skill development initiatives.\r\n________________________________________\r\n7. Reporting & Metrics Management\r\n• Track and publish operational dashboards (ticket volumes, trends, FCR, SLA adherence).\r\n• Perform root cause analysis (RCA) on key incidents and service gaps.\r\n• Present insights during Monthly Operations Reviews (MORs).\r\n• Ensure data-driven decision-making for service improvements.

Skill Requirements

Technical Skills\r\n• Strong understanding of IT Service Management (ITSM) tools (e.g., ServiceNow).\r\n• Knowledge of: \r\no Active Directory (password resets, access issues)\r\no Microsoft 365 applications\r\no Endpoint & application support environments\r\n• Familiarity with incident, problem, change, and service request management.\r\n________________________________________\r\nProcess & Domain Skills\r\n• Expertise in ITIL framework (Incident, Problem, Change Management).\r\n• Exposure to: \r\no SLA/KPI management\r\no Service Desk metrics (FCR, MTTR, backlog, aging)\r\n• Experience in shift-left, automation, and continuous improvement initiatives.\r\n________________________________________\r\nLeadership & Stakeholder Skills\r\n• Strong stakeholder management (client + GAM + delivery leadership).\r\n• Ability to drive governance calls and executive-level reporting.\r\n• Team management and people leadership capabilities.\r\n• Conflict resolution and escalation management skills.\r\n________________________________________\r\nAnalytical & Improvement Skills\r\n• Strong analytical mindset for identifying trends and optimization opportunities.\r\n• Experience with: \r\no Six Sigma / Kaizen / DBS practices (preferred)\r\no Data-driven operational improvements\r\n________________________________________\r\nSoft Skills\r\n• Excellent communication (verbal and written)\r\n• Customer-centric mindset\r\n• Decision-making under pressure (especially for major incidents)\r\n• Collaboration across global teams

Other Requirements

Need to work from Noida (NSL Techzone - Sector 144)
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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.