Sr Analyst

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: Windows OS, Microsoft Office, Networking fundamentals, ticketing tools, ServiceNow, ITIL, ITSM

Job Summary
A Service Desk job typically involves providing first-level technical support to users, resolving IT issues, and managing user accounts. Service desk analysts act as the initial point of contact for users experiencing technical problems, diagnosing issues, and either resolving them directly or escalating them to higher support levels. They also handle tasks like user account administration, software installations, and incident documentation.

Key Responsibilities

• Act as the first point of contact for customers via phone, email, or chat.
• Log, track, and manage incidents and service requests using ticketing tools.
• Diagnose and resolve hardware, software, and network issues.
• Ensure tickets are resolved within defined SLA timelines and update users regularly.




• Escalate unresolved issues to appropriate teams while maintaining ownership.
• Maintain proper documentation of issues and resolutions.
• Follow standard IT support processes and troubleshooting steps.
• Deliver high customer satisfaction through professional communication.

Skill Requirements

• Strong communication skills in English (verbal & written).
• Basic knowledge of:
• Windows OS and Microsoft Office
• Networking fundamentals
• IT systems troubleshooting
• Experience with ticketing tools (e.g., ServiceNow).
• Valuable problem-solving and customer handling skills.
• Ability to multitask and handle multiple tickets simultaneously.

Other Requirements

• Prior experience in IT Service Desk / Technical Support role.
• Understanding of ITIL / ITSM processes (incident, change, problem management).
• Experience supporting global customers / shift-based environment.

📌 Sr Analyst (Nagpur)
🏢 HCL Technologies
📍 Nagpur