Sr Analyst

HCLTech
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📍 Chennai, India

About this role

Job Summary

  • Handle incoming incidents and service requests from end users through phone, email, chat, and self-service portals. 
  • Provide first-level troubleshooting and resolution for common IT issues within defined SLAs. 
  • Provide Level 1 technical support through phone, email, chat, and remote support tools. 
  • Log, categorize, prioritize, track, and manage incidents using ServiceNow or other ITSM tools. 
  • Troubleshoot and resolve basic issues related to Microsoft Windows 10/11 and Microsoft Office 365. 
  • Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications. 
  • Perform initial troubleshooting for Citrix Virtual Apps & Desktops issues, including login errors, session launch issues, and application access problems, and escalate if required. 
  • Support VPN connectivity issues, including basic authentication failures, MFA-related issues, and remote access troubleshooting. 
  • Diagnose and resolve basic Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, and remote application access problems. 
  • Perform preliminary troubleshooting of system performance issues, including slow boot times, high CPU/RAM usage, disk space concerns, and application slowness. 
  • Perform basic Active Directory user administration, including password resets, account unlocks, user account creation, and access requests. 
  • Assist users with client-side software installation, configuration, and update-related issues. 
  • Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity. 
  • Configure and support desktops, laptops, peripherals, and remote users. 
  • Escalate unresolved or complex incidents to Level 2 support teams as required. 
  • Document troubleshooting steps, known issues, and resolutions in the knowledge base. 
  • Ensure compliance with ITIL processes, SOPs, and security policies. 
  • Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets. 
  • Drive customer satisfaction by providing quality support, improving First Contact Resolution (FCR), and minimizing ticket reopen rates. 

Key Responsibilities

  • Service Desk L1 / IT Help Desk Support 
  • ServiceNow or Other ITSM Tools 
  • Microsoft Office 365 & Outlook 
  • Basic Active Directory Administration 
  • Microsoft Teams & OneDrive Support 
  • Basic Citrix Support 
  • Basic VPN Support 
  • Remote Desktop Services (RDS) 

Skill Requirements

  • Windows 10/11 Administration 
  • Basic System Performance Troubleshooting 
  • Basic Networking (DNS, DHCP, TCP/IP) 
  • Remote Desktop Support 
  • Incident & Request Management 
  • ITIL Foundation (Preferred) 
  • Excellent Communication and Customer Support Skills 
  • Hardware & Software Troubleshooting 
  • Knowledge Base Documentation 
  • SLA Management & Customer Service Excellence 

Other Requirements

Frequently Asked Questions

Is the salary disclosed for the Sr Analyst position at HCLTech?
The salary for this Sr Analyst 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 Sr Analyst position at HCLTech located?
This Sr Analyst role at HCLTech is based in Chennai, 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 Sr Analyst 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 Sr Analyst job at HCLTech posted?
This Sr Analyst position at HCLTech was posted on Oct 1, 2026. Apply as soon as possible — early applications are often reviewed first.
Sr Analyst
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.