Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Noida, India

Skills: ServiceNow, Windows operating systems, MS Office, Microsoft 365, O365, Remote Desktop Services, RDS, Virtual Desktop environments, Basic networking concepts, LAN, VPN, ITIL, Incident Management, Service Request Management, Citrix, Active Directory

Job Summary
Remote Desktop Support (Level 1.5) Job Description – Remote Desktop Services (RDS) Support Analyst Role Overview The RDS Support Analyst serves as the first point of contact for IT incidents and service requests related to end-user computing, with a primary focus on Remote Desktop Services (RDS) environments. The role is responsible for delivering timely Level 1 technical support, ensuring seamless user access, high service quality, and adherence to Service Level Agreements (SLAs).

Key Responsibilities
• Log, categorize, prioritize, and manage incidents and service requests via the ITSM tool (e.g., ServiceNow)
• Provide Level 1 support for RDS environments, including session connectivity, access issues, and performance-related concerns
• Perform initial troubleshooting for hardware, software, and basic network issues impacting end users
• Resolve common issues related to Windows OS, MS Office, O365, and virtual desktop/RDS applications
• Escalate unresolved or complex issues to Level 2/Level 3 teams in line with defined escalation procedures
• Monitor ticket queues and ensure timely resolution in accordance with SLA commitments
• Communicate effectively with users, providing regular updates on progress and resolution timelines
• Maintain accurate documentation, ensuring proper ticket updates, closure, and user confirmation
• Follow ITIL-based processes for Incident, Service Request, and Problem Management
• Collaborate with cross-functional teams to ensure minimal disruption to end-user services and RDS functionality

Skills & Experience Required
• Hands-on experience with ITSM tools such as ServiceNow or similar platforms
• Good working knowledge of:
o Windows operating systems
o MS Office and Microsoft 365 (O365)
o Remote Desktop Services (RDS) / Virtual Desktop environments
o Basic networking concepts (LAN, VPN, connectivity troubleshooting)
• Strong troubleshooting and analytical skills for end-user and remote access issues
• Excellent verbal and written communication skills




• Customer-focused approach with the ability to manage users professionally in a high-pressure environment
• Basic understanding of ITIL processes (Incident Management, Service Request Management)

Preferred Qualifications
• ITIL Foundation certification
• Experience supporting RDS, Citrix, or other virtual desktop infrastructure (VDI) platforms
• Experience in a 24x7 or shift-based service desk environment
• Exposure to Active Directory, user access management, and password resets
• Familiarity with remote support tools and enterprise IT environments

Key Success Metrics
• SLA adherence and ticket resolution timelines
• First Contact Resolution (FCR) improvement
• User satisfaction (CSAT)
• Quality of ticket documentation and compliance with processes
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.
Other Requirements
Remote Desktop Support (Level 1.5) Job Description – Remote Desktop Services (RDS) Support Analyst Role Overview The RDS Support Analyst serves as the first point of contact for IT incidents and service requests related to end-user computing, with a primary focus on Remote Desktop Services (RDS) environments. The role is responsible for delivering timely Level 1 technical support, ensuring seamless user access, high service quality,



and adherence to Service Level Agreements (SLAs).

Key Responsibilities
• Log, categorize, prioritize, and manage incidents and service requests via the ITSM tool (e.g., ServiceNow)
• Provide Level 1 support for RDS environments, including session connectivity, access issues, and performance-related concerns
• Perform initial troubleshooting for hardware, software, and basic network issues impacting end users
• Resolve common issues related to Windows OS, MS Office, O365, and virtual desktop/RDS applications
• Escalate unresolved or complex issues to Level 2/Level 3 teams in line with defined escalation procedures
• Monitor ticket queues and ensure timely resolution in accordance with SLA commitments
• Communicate effectively with users, providing regular updates on progress and resolution timelines
• Maintain accurate documentation, ensuring proper ticket updates, closure, and user confirmation
• Follow ITIL-based processes for Incident, Service Request, and Problem Management
• Collaborate with cross-functional teams to ensure minimal disruption to end-user services and RDS functionality

Skills & Experience Required
• Hands-on experience with ITSM tools such as ServiceNow or similar platforms
• Positive working knowledge of:
o Windows operating systems
o MS Office and Microsoft 365 (O365)
o Remote Desktop Services (RDS) / Virtual Desktop environments
o Basic networking concepts (LAN, VPN, connectivity troubleshooting)
• Strong troubleshooting and analytical skills for end-user and remote access issues
• Excellent verbal and written communication skills
• Customer-focused approach with the ability to manage users professionally in a high-pressure environment
• Basic understanding of ITIL processes (Incident Management, Service Request Management)

Preferred Qualifications
• ITIL Foundation certification
• Experience supporting RDS, Citrix, or other virtual desktop infrastructure (VDI) platforms
• Experience in a 24x7 or shift-based service desk environment
• Exposure to Active Directory, user access management, and password resets
• Familiarity with remote support tools and enterprise IT environments

Key Success Metrics
• SLA adherence and ticket resolution timelines
• First Contact Resolution (FCR) improvement
• User satisfaction (CSAT)
• Quality of ticket documentation and compliance with processes

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