Senior Analyst - English, French, Microsoft Windows

HCLTech
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📍 Gautam Buddha Nagar, India

About this role

Job Summary

We are looking for a Service Desk L1 Analyst to join our IT support team and act as the first point of contact for end users. The role involves providing technical support for hardware, software, and application related issues via phone, email, and chat. The ideal candidate is customer focused, technically curious, and committed to delivering a high quality support experience.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Serve as the first point of contact for IT support requests via calls, emails, and chat. \\\\r\\\\n• Log, categorize, prioritize, and resolve incidents and service requests using a ticketing system. \\\\r\\\\n• Provide basic troubleshooting for desktop, laptop, operating system, application, and connectivity issues. \\\\r\\\\n• Aim for First Call Resolution (FCR) wherever possible and escalate unresolved issues to L2/L3 teams following defined processes. \\\\r\\\\n• Maintain accurate and detailed ticket documentation, work logs, and resolution notes. \\\\r\\\\n• Follow SLA, quality, security, and compliance standards while delivering support. \\\\r\\\\n• Ensure high levels of customer satisfaction (CSAT) through timely and professional communication. \\\\r\\\\n• Participate in knowledge base updates, process improvements, and self learning initiatives. \\\\r\\\\n\\\\r\\\\nTechnical Skills\\\\r\\\\n• Basic knowledge of Windows OS, end user applications, and desktop support\\\\r\\\\n• Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow or similar)\\\\r\\\\n• Understanding of Incident and Service Request Management concepts\\\\r\\\\nCommunication & Soft Skills\\\\r\\\\n• Strong verbal and written communication skills\\\\r\\\\n• Customer centric mindset with the ability to handle users professionally\\\\r\\\\n• Good problem solving and analytical thinking skills\\\\r\\\\nWork & Behavioral Skills\\\\r\\\\n• Willingness to work in 24×7 rotational shifts\\\\r\\\\n• Ability to work in a fast paced, SLA driven environment\\\\r\\\\n• Team player with a learning attitude\\\\r\\\\nPreferred Qualifications\\\\r\\\\n• ITIL Foundation certification (good to have)\\\\r\\\\n• Prior experience in IT Service Desk / Technical Support roles\\\\r\\\\n• Exposure to voice and non voice support environments\\\\r\\\\n\\\\r\\\\n

Key Responsibilities

Serve as the first point of contact for IT support requests via calls, emails, and chat. \r\n• Log, categorize, prioritize, and resolve incidents and service requests using a ticketing system. \r\n• Provide basic troubleshooting for desktop, laptop, operating system, application, and connectivity issues. \r\n• Aim for First Call Resolution (FCR) wherever possible and escalate unresolved issues to L2/L3 teams following defined processes. \r\n• Maintain accurate and detailed ticket documentation, work logs, and resolution notes. \r\n• Follow SLA, quality, security, and compliance standards while delivering support. \r\n• Ensure high levels of customer satisfaction (CSAT) through timely and professional communication. \r\n• Participate in knowledge base updates, process improvements, and self learning initiatives. \r\n

Skill Requirements

 Basic knowledge of Windows OS, end user applications, and desktop support\r\n• Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow or similar)\r\n• Understanding of Incident and Service Request Management concepts\r\n

Other Requirements

ITIL Foundation certification (good to have)\r\n• Prior experience in IT Service Desk / Technical Support roles\r\n• Exposure to voice and non voice support environments\r\n\r\n

Frequently Asked Questions

Is the salary disclosed for the Senior Analyst - English, French, Microsoft Windows position at HCLTech?
The salary for this Senior Analyst - English, French, Microsoft Windows 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 Senior Analyst - English, French, Microsoft Windows position at HCLTech located?
This Senior Analyst - English, French, Microsoft Windows role at HCLTech is based in Gautam Buddha Nagar, 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 Senior Analyst - English, French, Microsoft Windows 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 Senior Analyst - English, French, Microsoft Windows job at HCLTech posted?
This Senior Analyst - English, French, Microsoft Windows position at HCLTech was posted on Oct 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Analyst - English, French, Microsoft Windows
HCLTech
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