SeniorAnalyst

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Technical knowledge of end-user computing and IT support, Understanding of IT Service Management (ITSM) concepts, Ability to resolve increased volumes of incidents and service requests, Focus on improving customer satisfaction and first-contact resolution

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
Robust 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
Strong 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.
Skill Requirements
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Other Requirements
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📌 SeniorAnalyst (Chennai)
🏢 HCL Technologies
📍 Chennai