Senior Analyst - English, French, Microsoft Windows

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: Windows, macOS, Active Directory, VPN, TCP/IP, Microsoft Office Suite, remote desktop tools

Job Summary
Incident Management & Troubleshooting: Diagnosing, troubleshooting, and resolving hardware, software, network, and application issues (Windows/Mac/Linux).
Ticketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.
User Support & Communication: Providing high-quality technical assistance via phone, email, or in-person to employees or clients.
Service Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.
Remote Support: Using remote desktop tools to solve issues for remote employees or branch offices.
Escalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.
Documentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.
System Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues

Key Responsibilities
Respond to calls and chats, log incidents, troubleshooting, resolve incidents and service requests

Skill Requirements
Respond to calls and chats, log incidents, troubleshooting,



resolve incidents and service requests

Other Requirements
Incident Management & Troubleshooting: Diagnosing, troubleshooting, and resolving hardware, software, network, and application issues (Windows/Mac/Linux).
Ticketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.
User Support & Communication: Providing high-quality technical assistance via phone, email, or in-person to employees or clients.
Service Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.
Remote Support: Using remote desktop tools to solve issues for remote employees or branch offices.
Escalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.
Documentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.
System Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues

Technical Knowledge: Proficiency in Windows/macOS, Active Directory, network troubleshooting (VPN, TCP/IP), and Microsoft Office Suite.
Communication Skills: Excellent verbal and written communication to explain complex technical issues simply.
Problem-Solving: Solid critical thinking to find both workarounds and permanent solutions.

📌 Senior Analyst English, French, Microsoft Windows (Lucknow)
🏢 HCL Technologies
📍 Lucknow