Sr Analyst

Experience: 2 to 6 years

Location: Lucknow, India

Skills: Windows OS, Mac OS, Office 365, enterprise applications, Active Directory, user account management, remote desktop tools, networking basics, DNS, VPN, Wi-Fi, endpoint management tools, SCCM, ITIL

Job Summary
The Remote Desktop Service (RDS) role is responsible for delivering end-to-end remote desktop support services to global users, ensuring high availability, SLA adherence, and superior user experience. The role combines technical support, service delivery, governance, and continuous improvement of remote desktop operations.

Key Responsibilities
1. End-to-End Service Delivery
Deliver 24×7 remote desktop support services to end users across locations. [SOW 204 BPS | PDF] Ensure service delivery aligns with SLAs, KPIs, and contractual commitments. [Hi All, H...Keyword: S | Viva Engage] Act as part of a centralized Remote Desk / Deskbound support function. [SOW 204 BPS | PDF]
2. Incident & Request Management
Manage incident, service request, and ticket queues using ITSM tools. [DSS JD 1 | Word] Troubleshoot and resolve issues related to: Desktop/Laptop systems Applications (Outlook, Office 365, enterprise apps) VPN, network, Wi-Fi connectivity Ensure timely resolution, escalation, and closure of tickets. [DSS JD 1 | Word]
3. Remote Support & Troubleshooting
Provide support using remote desktop tools and technologies. Diagnose and resolve hardware/software and user environment issues. [Job Descri...or DSS FSO | Word] Perform remote provisioning, configuration, and basic system maintenance. [Job Descri...or DSS FSO | Word]
4.



Service Governance & SLA Management
Monitor and maintain SLA compliance for response and resolution times. [Hi All, H...Keyword: S | Viva Engage] Ensure adherence to ITIL processes (Incident, Request, Problem). [DSS JD 1 | Word] Track and report service performance metrics (CSAT, SLA, backlog).
5. Knowledge Management & Documentation
Maintain knowledge articles, SOPs, and troubleshooting guides. [Hi All, H...Keyword: S | Viva Engage] Document all issues, resolutions, and support activities. [Job Descri...or DSS FSO | Word] Contribute to knowledge base improvement and automation opportunities. [Hi All, H...Keyword: S | Viva Engage]
6. Customer Experience & Communication
Provide clear, skilled communication to end users. [Hi All, H...Keyword: S | Viva Engage] Ensure high levels of customer satisfaction and service quality. [DSS JD 1 | Word] Act as Single Point of Contact (SPOC) for user support where applicable. [DSS JD 1 | Word]
7. Collaboration & Escalation
Work with L2/L3 teams, infrastructure, and application teams. [Job Descri...or DSS FSO | Word] Escalate complex issues following defined escalation paths. Coordinate with onsite/offshore teams for resolution. [SOW 204 BPS | PDF]
8. Continuous Improvement




Identify opportunities to reduce ticket volume and improve first-call resolution. [Hi All, H...Keyword: S | Viva Engage] Suggest process improvements to enhance efficiency and user experience. [Hi All, H...Keyword: S | Viva Engage] Participate in automation and self-service initiatives.
Skill Requirements
Strong knowledge of:
Windows OS / Mac OS
Office 365 / enterprise applications
Active Directory, user account management
Experience in remote desktop tools and support environments
Understanding of:
Networking basics (DNS, VPN, Wi-Fi)
Endpoint management tools (SCCM, imaging)
Functional Skills
Experience in high-volume ticket handling environments [Hi All, H...Keyword: S | Viva Engage]
Strong knowledge of ITIL processes and service management [DSS JD 1 | Word]
Ability to manage 24×7 shift-based support delivery [Hi All, H...Keyword: S | Viva Engage]
Soft Skills
Excellent communication and customer handling skills [Hi All, H...Keyword: S | Viva Engage]
Strong problem-solving and analytical skills [Hi All, H...Keyword: S | Viva Engage]
Ability to work in fast-paced, global service environments [Hi All, H...Keyword: S | Viva Engage]
Other Requirements
Bachelor’s degree in IT / Computer Science or related field
2–6 years of experience in Remote Desktop Support / Service Desk
ITIL certification (preferred)
SLA adherence (response & resolution)
First Call Resolution (FCR) rate
Customer Satisfaction (CSAT)
Ticket backlog & aging reduction
Knowledge base effectiveness

📌 Sr Analyst (Lucknow)
🏢 HCL Technologies
📍 Lucknow