Shift Lead (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: ITIL, ServiceNow, Remedy, Windows OS, Office 365, Outlook, VPN, Active Directory, remote support tools

Job Summary
We are looking for a Service Desk Analyst (English) to provide first-level IT support to end users. The role involves handling incidents and service requests while ensuring high customer satisfaction and adherence to SLAs.

Key Responsibilities
• Provide L1/L2 IT support via phone, email, chat, and ticketing systems
• Handle customer interactions effectively in English (spoken and written)
• Log, categorize, prioritize, and resolve incidents/service requests
• Troubleshoot issues related to Windows OS, Office 365, Outlook, VPN, printers, and basic networking
• Perform user account management (password resets, access requests, Active Directory tasks)
• Escalate complex issues to appropriate support teams




• Follow ITIL processes for incident, problem, and change management
• Ensure adherence to SLA/KPI targets and maintain high customer satisfaction
• Document resolutions and maintain knowledge base updates

Skill Requirements
• Solid communication skills in English (verbal and written)
• Good troubleshooting and analytical skills
• Experience with ticketing tools (ServiceNow, Remedy, etc.)
• Basic knowledge of IT infrastructure and end-user support
• Ability to work in 24/7 or rotational shifts

Other Requirements
• ITIL Foundation certification
• Experience supporting global customers
• Familiarity with remote support tools

Key Competencies:
• Customer-focused approach
• Problem-solving mindset
• Multitasking and time management
• Team collaboration

📌 Shift Lead (Support & Operations) (Chennai)
🏢 HCL Technologies
📍 Chennai