Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: ServiceNow, Vayuspher, ITIL, Windows, MAC, Network, EUC

Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.

Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher).
• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.
• Adhere to ITIL processes for managing incidents and service requests.
• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.
• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.
• Uphold high standards of ticket management and strive to maximize user satisfaction.
• Comply with the 3-strike policy for user follow-up.
• Collaborate with FSS teams to coordinate onsite support requests when necessary.

Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5.



To update worklogs and follow shift/escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher).
• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.
• Adhere to ITIL processes for managing incidents and service requests.
• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.
• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.
• Uphold high standards of ticket management and strive to maximize user satisfaction.
• Comply with the 3-strike policy for user follow-up.
• Collaborate with FSS teams to coordinate onsite support requests when necessary.

Skill Requirements
Job Description:
• Provide Level 1 IT support through phone, email, and ticketing tools (e.g., ServiceNow, Vayuspher).
• Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems.
• Adhere to ITIL processes for managing incidents and service requests.
• Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs.
• Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication.
• Uphold high standards of ticket management and strive to maximize user satisfaction.
• Comply with the 3-strike policy for user follow-up.
• Collaborate with FSS teams to coordinate onsite support requests when necessary.

Other Requirements
Positive Have a Technical knowledge on Windows, MAC, Network and EUC

📌 Analyst (Support & Operations) (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru