Service Desk Analyst

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Windows OS, MS Office, Internet browsers, Antivirus software, Firewall software, PC hardware, ITIL, ServiceNow, Remedy, Jira, Active Directory, O365, Customer Service, Technical Support

Job Summary
To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Overview
Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.

Key Responsibilities
1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users
2. Route problems to internal support group
3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
4. Administer and provide User Access in various systems
5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
6. Excellent communication and conversation skills (both verbal and written)
7. Fluent English and French
8. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
9. Ability to acquire new information quickly and the willingness to do so at all times





First-Level Technical Support
Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle.

Troubleshooting & Resolution
Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level.

Incident & Request Management
Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow).

Escalation & Collaboration
Escalate complex issues to specialized teams (network, security, dev).

User Account & Security Support
Manage Active Directory, password resets, access permissions; assist with security procedures.

Knowledge Base & Documentation
Maintain resolution notes, update internal KB, contribute to support documentation.

User Training & Communication
Provide guidance, and status updates to end users.

Skill Requirements
1. Understanding of the IT environment and readiness to learn current processes and technologies
2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
3. ITIL knowledge and certification would be an asset
4. Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc.
English, IT support/service desk.
Basic knowledge of Windows, O365, Active Directory
Familiarity with ticketing tools (ServiceNow, etc.)
Strong communication and customer service skills

Other Requirements
1. 1 year of previous IT experience (Customer Service & Technical Support)
Experience in enterprise or managed services environments preferred

📌 Service Desk Analyst (Chennai)
🏢 HCL Technologies
📍 Chennai