Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: hardware problem diagnosis, software problem diagnosis, network problem diagnosis, remote desktop support, user account provisioning, Incident Management System

Job Summary
Job description and Responsibilities for the Help Desk Technician
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,



and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities and Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations.
Key Responsibilities
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Skill Requirements
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Other Requirements
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📌 Analyst (Support & Operations) (Lucknow)
🏢 HCL Technologies
📍 Lucknow