16 Sep
|
HCLTech
|
Lucknow
Lucknow, Uttar Pradesh
Job Summary The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint] , [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident &
- Request Management
Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
Log, categorize, prioritize, and track tickets accurately.
Perform first-level troubleshooting and attempt first-call resolution.
Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
Monitor ticket progress and provide regular updates to users.
Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] , [Platform-B...ces SD_SOW | Word]
Technical Support
Diagnose and resolve common IT issues related to:
Windows Operating Systems
Microsoft Office/O365
Outlook &
- Teams
VPN Connectivity
Password Reset &
- Account Unlock
Active Directory
Printer and Peripheral Support
Network and Internet Connectivity
Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
Deliver a high-quality customer experience through professional communication.
Provide timely status updates and manage user expectations.
Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word]
Knowledge &
- Documentation
Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
Contribute to knowledge articles and process documentation.
Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word]
Access Management
Support user account administration activities including:
Password resets
Account unlocks
Access provisioning and de-provisioning
Group membership and permissions management
Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word]
Required Skills
Strong verbal and written communication skills.
Excellent customer service orientation.
Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
Basic networking and troubleshooting knowledge.
Problem-solving and analytical skills.
Ability to work in a shift-based and rapid-paced environment.
Ability to manage multiple priorities simultaneously.
Key Responsibilities The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint] , [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word]
Key Responsibilities
Incident &
- Request Management
Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools.
Log, categorize, prioritize, and track tickets accurately.
Perform first-level troubleshooting and attempt first-call resolution.
Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership.
Monitor ticket progress and provide regular updates to users.
Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] , [Platform-B...ces SD_SOW | Word]
Technical Support
Diagnose and resolve common IT issues related to:
Windows Operating Systems
Microsoft Office/O365
Outlook &
- Teams
VPN Connectivity
Password Reset &
- Account Unlock
Active Directory
Printer and Peripheral Support
Network and Internet Connectivity
Hardware and Software Issues [Service De...k Overview | PowerPoint]
Customer Service
Deliver a high-quality customer experience through professional communication.
Provide timely status updates and manage user expectations.
Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word]
Knowledge &
- Documentation
Maintain detailed documentation of incidents, troubleshooting activities, and resolutions.
Contribute to knowledge articles and process documentation.
Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word]
Access Management
Support user account administration activities including:
Password resets
Account unlocks
Access provisioning and de-provisioning
Group membership and permissions management
Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word]
Required Skills
Strong verbal and written communication skills.
Excellent customer service orientation.
Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams.
Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools.
Basic networking and troubleshooting knowledge.
Problem-solving and analytical skills.
Ability to work in a shift-based and fast-paced setting.
Ability to manage multiple priorities simultaneously.
Skill Requirements
Other Requirements
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📌 Analyst (Support & Operations) (Lucknow)
🏢 HCLTech
📍 Lucknow