Sr Analyst

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: Customer Focus, Teamwork, Technical Expertise, Interpersonal Effectiveness, Concern for Order and Quality, Problem Diagnosis, Remote Desktop Support, User Account Management, Incident Management System

Job Summary
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Ready to work for office always.
• No issues with rotational shift and working on holidays.

Key Responsibilities
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.




• Knowledge and understanding of best practices for service management.
• Robust communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organization’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• 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
• 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
• 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

📌 Sr Analyst (Nagpur)
🏢 HCL Technologies
📍 Nagpur