Senior Analyst - English, German, Microsoft Windows

Experience: Not Available to Not Available years

Location: Others, India

Skills: English, ITIL

Job Summary
The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.

Key Responsibilities

Receive, log, and handle incidents and service requests via chat and calls. • Classify, prioritize, and categorize incidents and service interruptions. • Provide first-contact resolution for common service requests. • Escalate complex or unresolved incidents per SLA guidelines. • Track tickets from logging to resolution and closure. • Communicate status and resolution updates to users and stakeholders. • Support operations during change activities with minimal service disruption.



• Maintain accurate records and catalog incidents by symptom and resolution. • Assist in tracking service reliability and performance data.

Skill Requirements

Receive, log, and handle incidents and service requests via chat and calls. • Classify, prioritize, and categorize incidents and service interruptions. • Provide first-contact resolution for common service requests. • Escalate complex or unresolved incidents per SLA guidelines. • Track tickets from logging to resolution and closure. • Communicate status and resolution updates to users and stakeholders. • Support operations during change activities with minimal service disruption. • Maintain accurate records and catalog incidents by symptom and resolution. • Assist in tracking service reliability and performance data.

Other Requirements
English

📌 Senior Analyst English, German, Microsoft Windows (Mumbai)
🏢 HCL Technologies
📍 Mumbai