Analyst (Support & Operations)
About this role
Job Summary
The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint], [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident & Request Management
- Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
- Log, categorize, prioritize, and track tickets accurately.
- Perform first-level troubleshooting and attempt first-call resolution.
- Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
- Monitor ticket progress and provide regular updates to users.
- Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word], [Platform-B...ces SD_SOW | Word]
Technical Support
- Diagnose and resolve common IT issues related to:
- Windows Operating Systems
- Microsoft Office/O365
- Outlook & Teams
- VPN Connectivity
- Password Reset & Account Unlock
- Active Directory
- Printer and Peripheral Support
- Network and Internet Connectivity
- Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
- Deliver a high-quality customer experience through professional communication.
- Provide timely status updates and manage user expectations.
- Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Knowledge & Documentation
- Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
- Contribute to knowledge articles and process documentation.
- Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Access Management
- Support user account administration activities including:
- Password resets
- Account unlocks
- Access provisioning and de-provisioning
- Group membership and permissions management
- Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Required Skills
- Strong verbal and written communication skills.
- Excellent customer service orientation.
- Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
- Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
- Basic networking and troubleshooting knowledge.
- Problem-solving and analytical skills.
- Ability to work in a shift-based and fast-paced environment.
- Ability to manage multiple priorities simultaneously.
Key Responsibilities
The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint], [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident & Request Management
- Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
- Log, categorize, prioritize, and track tickets accurately.
- Perform first-level troubleshooting and attempt first-call resolution.
- Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
- Monitor ticket progress and provide regular updates to users.
- Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word], [Platform-B...ces SD_SOW | Word]
Technical Support
- Diagnose and resolve common IT issues related to:
- Windows Operating Systems
- Microsoft Office/O365
- Outlook & Teams
- VPN Connectivity
- Password Reset & Account Unlock
- Active Directory
- Printer and Peripheral Support
- Network and Internet Connectivity
- Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
- Deliver a high-quality customer experience through professional communication.
- Provide timely status updates and manage user expectations.
- Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage], [SOW# 003 I...t Services | Word]
Knowledge & Documentation
- Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
- Contribute to knowledge articles and process documentation.
- Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Access Management
- Support user account administration activities including:
- Password resets
- Account unlocks
- Access provisioning and de-provisioning
- Group membership and permissions management
- Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint], [Platform-B...ces SD_SOW | Word]
Required Skills
- Strong verbal and written communication skills.
- Excellent customer service orientation.
- Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
- Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
- Basic networking and troubleshooting knowledge.
- Problem-solving and analytical skills.
- Ability to work in a shift-based and fast-paced environment.
- Ability to manage multiple priorities simultaneously.
Skill Requirements
Other Requirements
Frequently Asked Questions
Is the salary disclosed for the Analyst (Support & Operations) position at HCLTech?
The salary for this Analyst (Support & Operations) role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Analyst (Support & Operations) position at HCLTech located?
This Analyst (Support & Operations) role at HCLTech is based in Lucknow, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Analyst (Support & Operations) position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Analyst (Support & Operations) job at HCLTech posted?
This Analyst (Support & Operations) position at HCLTech was posted on Sep 14, 2026. Apply as soon as possible — early applications are often reviewed first.
Analyst (Support & Operations)
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.