Job Prospect: Service Desk Analyst

Job Location: Vijayawad
aExperience: 6 months to 5+ year
sEmployment Type: Full-tim

e
About HCLTe

ch
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. To learn how we can supercharge progress for you, visit hcltech.c

om.
Role: Service Desk Ana

lyst
Key Responsibil

ities
Provide Level 1 technical support via phone, email, and chat to end
users.Diagnose and resolve hardware, software, and basic network connectivity i
ssues.Document incidents, service requests,



and resolutions using the Incident Management S
ystem.Escalate complex issues to Level 2 and Level 3 support teams and ensure closure withi
n SLA.Perform user account provisioning and user account management activ
ities.Deliver remote desktop support following defined
SOPs.Coordinate with internal teams, vendors, and support staff for issue resol
ution.Perform root cause analysis for escalated or recurring i
ssues.Independently resolve tickets within agreed SLA timelines and quality param
eters.Ensure adherence to quality standards, regulatory requirements, and company pol
icies.Maintain required documentation including standards, configurations, and knowledge art
icles.Contribute to value‑adding activities such as knowledge base updates, training freshers, and coaching ana
lysts.Support continuous improvement initiatives to enhance customer experience, CSAT, and First Call Resolution

(FCR).
Skills & Requi

rements
Excellent verbal and

📌 Service Desk Analyst (Vijayawada)
🏢 HCLTech
📍 Vijayawada