Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: hardware problem diagnosis, software problem diagnosis, network problem diagnosis, telephone support, email support, chat support, incident management, user account provisioning, remote desktop support

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