IT Analyst – Helpdesk

Experience: 3 to 5 years

Location: Lucknow, India

Skills: A+, ITIL, Microsoft, Cloud, MCP, MSCE, MSCA, Windows Operating systems, Windows 7, Windows 10, Windows 11, Cloud AWS, Azure, GCP, Remote desktop connectivity applications, MS Office Suite, MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Visio, Office 365, Internet browsers, Edge, Chrome, VPN, CISCO Any Connect, Ping ID, MFA, Adobe, SAP, Warehouse management, ITIL, Incident, Problem, Change

Job Summary
Job Position: IT Analyst – Helpdesk
Designation: Analyst/Sr. Analyst

Job Description
• Responds to telephone calls, email, instant messages, and assigned tickets from users.
• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.
• Route problems to internal second and third level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Identify, evaluate, and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts.
• Use Service Now to document and manage incident and Service requests and their respective resolutions.
• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.
• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
• Training:



Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Eligibility, Knowledge, Skills & Experience
• 3-5 yrs of university education post High school (B.Sc. or Diploma).
• Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.
• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone & Chat support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows 7, Windows 10, Windows 11
• Servers: Cloud AWS/ Azure, GCP
• Remote desktop connectivity applications
• MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365
• Internet browsers (e.g. Edge, Chrome)
• VPN/ CISCO Any Connect/ Ping ID/ MFA
• Support for laptop, desktops, and printers.
• iPhone and Android devices familiarity.
• Application: Adobe/ SAP/ Warehouse management etc.
• Basic knowledge of ITIL, Incident/ Problem/ Change.

Soft Skills
• Excellent communication and conversation skills (Verbal and Written).
• Good documentation skills.
• Should have a great customer handling skill.




• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive HCL’s value and its methodology.

Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed Sla For Ticket Volume And Resolution Time.
2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.
4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements
1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members.
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Problem-Solving Skills And A Customer-Centric Approach.
5. Ability To Follow Processes And Standards In A Structured Workplace.

Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role.

📌 IT Analyst – Helpdesk (Lucknow)
🏢 HCL Technologies
📍 Lucknow