Chennai, Tamil Nadu
Job Summary

Job Description (JD) – Remote Desktop Support (RDS) Analyst

Job Title

User Access Management (UAM) Analyst

Role Summary

Provide first and second-level technical support for hardware, software, and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.

Key Responsibilities

Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
Troubleshoot hardware, software, and network-related issues.
Log and manage incidents in tools like ServiceNow.
Escalate complex issues to Internal L3 teams if required.
Provide remote desktop support and application troubleshooting.
Install and configure applications (MS Office, Outlook, Teams).
Coordinate with internal teams and vendors for issue resolution.
Maintain accurate documentation and follow SOPs.
Support teams and follow up until closure .
Work on value adding activities such Knowledge base update and self-development.

Required Skills

Strong knowledge of Windows OS and Office 365
Basic networking knowledge (VPN, connectivity issues)
Experience with ticketing tools (ServiceNow)
Positive communication and customer skills.
Understanding of ITIL processes (preferred)

Key Expectations

Adherence to SLA timelines
High First Contact Resolution (FCR)
Strong documentation and ticket quality
High customer satisfaction (CSAT)

Work Requirements

Willingness to work in rotational shifts
Open to Work from Office (WFO) as per business requirements
Key Responsibilities

Job Description (JD) – Remote Desktop Support (RDS) Analyst

Job Title

User Access Management (UAM) Analyst

Role Summary

Provide first and second-level technical support for hardware, software,



and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.

Key Responsibilities

Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
Troubleshoot hardware, software, and network-related issues.
Log and manage incidents in tools like ServiceNow.
Escalate complex issues to Internal L3 teams if required.
Provide remote desktop support and application troubleshooting.
Install and configure applications (MS Office, Outlook, Teams).
Coordinate with internal teams and vendors for issue resolution.
Maintain accurate documentation and follow SOPs.
Support teams and follow up until closure .
Work on value adding activities such Knowledge base update and self-development.

Required Skills

Strong knowledge of Windows OS and Office 365
Basic networking knowledge (VPN, connectivity issues)
Experience with ticketing tools (ServiceNow)
Good communication and customer skills.
Understanding of ITIL processes (preferred)

Key Expectations

Adherence to SLA timelines
High First Contact Resolution (FCR)
Strong documentation and ticket quality
High customer satisfaction (CSAT)

Work Requirements

Willingness to work in rotational shifts
Open to Work from Office (WFO) as per business requirements
Skill Requirements

Job Description (JD) – Remote Desktop Support (RDS) Analyst

Job Title





User Access Management (UAM) Analyst

Role Summary

Provide first and second-level technical support for hardware, software, and network-related issues. Act as a primary point of contact for end users, ensuring timely resolution, SLA adherence, and high customer satisfaction.

Key Responsibilities

Provide L1/L2 technical support via phone, email, chat, and ticketing tools.
Troubleshoot hardware, software, and network-related issues.
Log and manage incidents in tools like ServiceNow.
Escalate complex issues to Internal L3 teams if required.
Provide remote desktop support and application troubleshooting.
Install and configure applications (MS Office, Outlook, Teams).
Coordinate with internal teams and vendors for issue resolution.
Maintain accurate documentation and follow SOPs.
Support teams and follow up until closure .
Work on value adding activities such Knowledge base update and self-development.

Required Skills

Strong knowledge of Windows OS and Office 365
Basic networking knowledge (VPN, connectivity issues)
Experience with ticketing tools (ServiceNow)
Positive communication and customer skills.
Understanding of ITIL processes (preferred)

Key Expectations

Adherence to SLA timelines
High First Contact Resolution (FCR)
Strong documentation and ticket quality
High customer satisfaction (CSAT)

Work Requirements

Willingness to work in rotational shifts
Open to Work from Office (WFO) as per business requirements
Other Requirements
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📌 Sr Analyst (Chennai)
🏢 HCLTech
📍 Chennai