Sr Analyst
India
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Job Description
Sr Analyst
Bangalore, Karnataka

Job Summary

IT Remote Desktop Support Agent

Job Summary

We are looking for a skilled IT Remote Desktop Support Agent to provide technical assistance to end-users across the organization. In this role, you will diagnose and resolve hardware, software, and connectivity issues remotely, ensuring minimal disruption to business operations.

Key Responsibilities

Key Responsibilities

  • Provide first and second-level technical support via remote desktop tools (e.g., Microsoft RDP, MECM, Intune)
  • Diagnose and troubleshoot operating system, application, and network issues for end-users
  • Install, configure, and update software, drivers, and OS patches remotely
  • Manage user accounts, permissions, and access controls through Active Directory and related tools
  • Document all support tickets, resolutions, and recurring issues in the ITSM system (e.g., ServiceNow, Jira)
  • Escalate complex or unresolved issues to Tier 3 support or specialized teams
  • Guide users through step-by-step troubleshooting procedures clearly and patiently
  • Monitor and respond to helpdesk tickets within defined SLA timeframes
  • Assist with onboarding of new employees — device setup, account provisioning, and orientation
  • Maintain a knowledge base of common issues and solutions for team reference

Skill Requirements

Based on the job description above, here are all the skills required for an IT Remote Desktop Support Agent:

Technical Skills

Remote Support & Tools

  • Proficiency with remote desktop tools — RDP, MECM, Intune
  • Screen sharing, session control, and unattended access management

Operating Systems

  • Windows 10/11 administration and troubleshooting
  • macOS support and configuration
  • Basic Linux familiarity (a plus)

Networking

  • TCP/IP, DNS, DHCP fundamentals
  • VPN setup and troubleshooting
  • Wi-Fi and connectivity diagnostics

Microsoft Ecosystem

  • Microsoft 365 — Outlook, Teams, SharePoint, OneDrive
  • Active Directory — user accounts, groups, permissions, password resets
  • Azure AD / Entra ID for cloud identity management

Software & Applications

  • Software installation, updates, and patch management
  • Antivirus and endpoint security tools
  • ITSM platforms — ServiceNow, Jira, Freshdesk

Soft Skills

  • Communication — explaining technical concepts to non-technical users clearly and patiently
  • Problem-solving — logical, methodical approach to diagnosing issues
  • Time management — handling multiple tickets and meeting SLA deadlines
  • Attention to detail — accurate documentation of issues and resolutions
  • Empathy & patience — staying calm and supportive with frustrated users
  • Self-discipline — working independently in a remote setup without direct supervision
  • Adaptability — handling diverse issues across different devices, users, and environments

Other Requirements

Rotational shifts (24X7) apply to provide coverage across time zones.

100% work from office.
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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 223,000 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 June 2026 totaled $14.8 billion.