Nagpur, Maharashtra
Job Summary

Service Desk Analyst Overview: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.

Key Responsibilities

First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. · Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. · Incident & Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) · Escalation & Collaboration: Escalate complex issues to specialized teams (network, security, dev). · User Account & Security Support: Manage Active Directory, password resets,



access permissions; assist with security procedures. · Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. · User Training & Communication: Provide guidance, and status updates to end users

Skill Requirements

Excellent customer service and troubleshooting skills · Knowledge of ITSM tools, Active Directory, Windows/macOS

Other Requirements

Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-

📌 Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India