Sr Analyst

Experience: 5 to Not Available years

Location: Chennai, India

Skills: ITIL, ITSM software, Windows, Mac OS, Office 365, Active Directory

Job Summary
Service Desk Specialist/Lead

Key Responsibilities
Team Leadership: Lead, train, and mentor Service Desk staff to maintain high-performing, customer-focused support.
Incident/SLA Management: Oversee queue management, ensuring incident resolutions meet or exceed Service Level Agreements (SLAs).
Escalation Point: Act as the primary escalation point for complex technical issues, collaborating with other IT teams for resolution.
Performance Tracking: Monitor metrics (e.g., ticket volume, closure rates, satisfaction) and report findings to management.
Process Improvement: Develop and enforce ITIL-based policies, procedures,



and knowledge base documentation.
Resource Management: Ensure 24x7 coverage, manage shift schedules, and manage IT assets.

Skill Requirements
Experience: 5+ years in IT support, with 2+ years in a supervisory or team lead role.
Technical Knowledge: Robust understanding of ITIL practices, ITSM software, Windows/Mac OS, Office 365, Active Directory, and hardware troubleshooting.
Leadership: Proven ability to motivate teams and work under high-stress conditions.
Communication: Excellent verbal and written skills for reporting to management and assisting non-technical users.

Other Requirements
ITIL

📌 Sr Analyst Chennai (India)
🏢 HCL Technologies
📍 India