Senior Analyst

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Technical knowledge of end-user computing, IT support, IT Service Management (ITSM), Customer Service, Analytical skills

Job Summary
Job Description – Service Desk Staff
Role Overview
The Service Desk Staff serves as the primary point of contact for end users, responsible for delivering high‑quality IT support and customer service. The role focuses on timely incident resolution, service request fulfillment, effective communication, and adherence to organizational policies, procedures, and ITSM best practices to ensure optimal user experience and service continuity.

Key Responsibilities
• Act as the Single Point of Contact (SPOC) for IT incidents, service requests, and user queries.
• Log, categorize, prioritize, and resolve incidents and service requests using approved ITSM tools.
• Restore customer technology to a fully functioning state within agreed SLAs.
• Perform first‑level troubleshooting for hardware, software, applications, access, and connectivity issues.
• Escalate unresolved or complex issues to appropriate resolver groups with complete documentation.
• Communicate clearly and empathetically with users to overcome communication barriers.
• Maintain accurate ticket updates, work logs, and resolution documentation.
• Educate users to improve self‑sufficiency and reduce repeat incidents.
• Contribute to knowledge base articles, SOPs, and continuous service improvement initiatives.
• Ensure compliance with security standards, policies, procedures, and governance guidelines.
• Support high‑volume incident scenarios while remaining calm and focused under pressure.

Required Skills




Communication Skills
• Strong listening, verbal, written, and non‑verbal communication
• Effective questioning and clarification skills
Technical & Knowledge Skills
• Technical knowledge of end‑user computing and IT support
• Business awareness and service orientation
• Understanding of IT Service Management (ITSM) concepts (preferred)
Customer Service & Problem Solving
• Solid troubleshooting and analytical skills
• Ability to resolve increased volumes of incidents and service requests
• Capability to restore services quickly and efficiently
• Focus on improving customer satisfaction and first‑contact resolution

Key Responsibilities
• Act as the Single Point of Contact (SPOC) for IT incidents, service requests, and user queries.
• Log, categorize, prioritize, and resolve incidents and service requests using approved ITSM tools.
• Restore customer technology to a fully functioning state within agreed SLAs.
• Perform first‑level troubleshooting for hardware, software, applications, access, and connectivity issues.
• Escalate unresolved or complex issues to appropriate resolver groups with complete documentation.
• Communicate clearly and empathetically with users to overcome communication barriers.
• Maintain accurate ticket updates, work logs, and resolution documentation.
• Educate users to improve self‑sufficiency and reduce repeat incidents.
• Contribute to knowledge base articles, SOPs, and continuous service improvement initiatives.
• Ensure compliance with security standards, policies, procedures, and governance guidelines.
• Support high‑volume incident scenarios while remaining calm and focused under pressure.

📌 Senior Analyst (Chennai)
🏢 HCL Technologies
📍 Chennai