Job Title: Service Desk Analyst (L1)
Location: Chennai
Experience: 2+ Years
Employment Type: Full time
Job Summary
We are seeking a proactive and customer-focused L1 Service Desk Analyst to provide first-level technical support to end users. The ideal candidate will be responsible for handling service requests, troubleshooting hardware and software issues, managing incidents through ticketing tools, and ensuring timely resolution or escalation of issues. Strong communication skills and a customer-centric approach are essential for success in this role.
Key Responsibilities
Act as the first point of contact for IT support requests via phone, email, chat, or ticketing tools.
Filter and manage Help Desk calls, providing initial support and troubleshooting for user issues.
Perform password resets, printer configuration, software support, and basic break/fix activities.
Log, track, prioritize, and document incidents and service requests in the ticketing system.
Analyze user-reported issues and determine the most effective resolution approach.




Escalate unresolved incidents to Level 2 and Level 3 support teams as required.
Install, configure, and support software applications based on end-user requirements.
Perform routine system updates, testing, and maintenance activities.
Monitor incidents and identify trends to recommend preventive measures and process improvements.
Create and maintain user guides, knowledge base articles, and support documentation.
Ensure compliance with IT security policies and best practices.
Deliver excellent customer service while maintaining SLA commitments.
Required Skills
Technical Skills
Strong knowledge of Windows and macOS operating systems.
Experience in diagnosing and resolving hardware and software issues.
Familiarity with ITSM and ticketing tools, preferably ServiceNow.
Basic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP).
Knowledge of hardware installation, configuration, and troubleshooting.
Awareness of IT secu

📌 Service Desk Analyst (Chennai)
🏢 HCLTech
📍 Chennai