Analyst (Support & Operations)

Experience: 1 to 2 years

Location: Nagpur, India

Skills: Incident Management, Level 1 Support, Customer Applications, Request Fulfillment, Change Management

Job Summary
Service Desk
Essential Duties and Responsibilities
Exp 1-2 Years
• provide support to Authorized Users on both a reactive and a proactive basis;
• manage Incidents from Authorized Users relating to all Services in conformance with Incident Management;
• coordinate end-to-end Incident identification, escalation, resolution and closure process;
• provide Level 1 Support assistance to inquiries on the features, functions and usage of Customer Applications/Software including Customer custom Applications/Software;
• resolve Incidents within prescribed time limits, otherwise escalate appropriately;
• manage Service Requests from Authorized Users relating to all Services in conformance with Request Fulfillment and Change Management;
• manage access Requests from Authorized Users relating to all Services in conformance with Access Management;
• communicate to Authorized Users in English required by Customer, using terms that are clearly understood by the Authorized Users and consistent with those used by Customer;
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT;
Key Responsibilities
Job Summary
Service Desk
Essential Duties and Responsibilities
Exp 1-2 Years
• provide support to Authorized Users on both a reactive and a proactive basis;
• manage Incidents from Authorized Users relating to all Services in conformance with Incident Management;
• coordinate end-to-end Incident identification, escalation, resolution and closure process;
• provide Level 1 Support assistance to inquiries on the features,



functions and usage of Customer Applications/Software including Customer custom Applications/Software;
• resolve Incidents within prescribed time limits, otherwise escalate appropriately;
• manage Service Requests from Authorized Users relating to all Services in conformance with Request Fulfillment and Change Management;
• manage access Requests from Authorized Users relating to all Services in conformance with Access Management;
• communicate to Authorized Users in English required by Customer, using terms that are clearly understood by the Authorized Users and consistent with those used by Customer;
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT;
Skill Requirements
Job Summary
Service Desk
Essential Duties and Responsibilities
Exp 1-2 Years
• provide support to Authorized Users on both a reactive and a proactive basis;
• manage Incidents from Authorized Users relating to all Services in conformance with Incident Management;
• coordinate end-to-end Incident identification, escalation, resolution and closure process;
• provide Level 1 Support assistance to inquiries on the features, functions and usage of Customer Applications/Software including Customer custom Applications/Software;
• resolve Incidents within prescribed time limits, otherwise escalate appropriately;
• manage Service Requests from Authorized Users relating to all Services in conformance with Request Fulfillment and Change Management;
• manage access Requests from Authorized Users relating to all Services in conformance with Access Management;
• communicate to Authorized Users in English required by Customer, using terms that are clearly understood by the Authorized Users and consistent with those used by Customer;
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT;
Other Requirements
NA

📌 Analyst (Support & Operations) (Nagpur)
🏢 HCL Technologies
📍 Nagpur