Bengaluru, Karnataka
Job Summary

Service Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities • Manage and resolve repeat caller incidents and recurring tickets. • Perform technical troubleshooting across end-user technologies. • Conduct root cause analysis for recurring issues. • Participate in incident trend reviews. • Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required • ITIL-based Service Desk operations. • Service Now reporting • Remote support tools. • Strong analytical and customer communication skills.

Key Responsibilities

Service Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires robust technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities • Manage and resolve repeat caller incidents and recurring tickets.



• Perform technical troubleshooting across end-user technologies. • Conduct root cause analysis for recurring issues. • Participate in incident trend reviews. • Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required • ITIL-based Service Desk operations. • Service Now reporting • Remote support tools. • Strong analytical and customer communication skills.

Skill Requirements

Service Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities • Manage and resolve repeat caller incidents and recurring tickets. • Perform technical troubleshooting across end-user technologies. • Conduct root cause analysis for recurring issues. • Participate in incident trend reviews.



• Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required • ITIL-based Service Desk operations. • Service Now reporting • Remote support tools. • Strong analytical and customer communication skills.

Other Requirements

Service Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities • Manage and resolve repeat caller incidents and recurring tickets. • Perform technical troubleshooting across end-user technologies. • Conduct root cause analysis for recurring issues. • Participate in incident trend reviews. • Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required • ITIL-based Service Desk operations. • Service Now reporting • Remote support tools. • Strong analytical and customer communication skills.

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