Sr Analyst

Experience: 1.5 to Not Available years

Location: Madurai, India

Skills: Windows, Mac OS, Office 365, Active Directory, network fundamentals, problem-solving

Job Summary
A Service Desk Analyst acts as the primary IT contact, providing technical support to users via phone, email, or chat. They troubleshoot hardware/software, manage tickets, and install systems. Key duties include logging incidents, resolving issues, escalating complex problems, and maintaining knowledge databases to meet SLAs.

Key Responsibilities
Incident Management: Recording, tracking, and updating tickets in systems like ServiceNow.
Technical Support: Troubleshooting computers, printers, peripherals, network issues, and operating systems (Windows/macOS).
User Support: Providing, installing, and configuring software and hardware for current and existing employees.
Active Directory/Accounts:



Managing user accounts, permissions, and security groups.
Escalation: Escalating, when necessary, high-priority issues to appropriate teams or senior analysts.
Documentation: Creating FAQ materials, training manuals, and updating knowledge base articles.

Skill Requirements
Technical Expertise: Knowledge of Windows/Mac OS, Office 365, Active Directory, and network fundamentals.
Communication: Strong verbal and written skills to explain technical issues to non-technical users.
Problem-Solving: Ability to troubleshoot and resolve issues efficiently.
Experience: Typically 1.5+ years of experience in IT support or a related role.
Other Requirements: NA

📌 Sr Analyst (Madurai)
🏢 HCL Technologies
📍 Madurai