Analyst (Support &

• Operations) Lucknow, Uttar Pradesh

Job Summary

Responds to telephone calls, email, instant messages, and assigned tickets from users.

• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.

• Route problems to internal second and third level IT support staff.

• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.

• Administer and provide User Access and Exit controls.

• Identify, evaluate, and prioritize customer problems and complaints.

• May train users and operators on a limited basis and/or may write training procedures.

• Assign work orders / incidents to appropriate support teams and follow up until closure.

• Provide level 1 remote desktop support and perform other activities based on SOPs &

• L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions.

• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.

• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.

• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills &

Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A / ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.

• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.

• Phone &

• Chat support experience necessary.

• Technical helpdesk or technical call center experience is necessary.

• Disciplined, systematic problem-solving skills required.

• Hands-on work experience with the following:

• Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers.

• iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc.

• Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill.

• Able to handle unforeseen situations.

• High level of acceptance • Can drive HCL’s value and its methodology. Responds to telephone calls, email, instant messages, and assigned tickets from users.\\r\\n• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.\\r\\n• Route problems to internal second and third level IT support staff.\\r\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\r\\n• Administer and provide User Access and Exit controls.\\r\\n• Identify, evaluate, and prioritize customer problems and complaints.\\r\\n• May train users and operators on a limited basis and/or may write training procedures.\\r\\n• Assign work orders / incidents to appropriate support teams and follow up until closure Provide level 1 remote desktop support and perform other activities based on SOPs &

• L1 Scripts\\r\\n• Use Service Now to document and manage incident and Service requests and their respective resolutions.\\r\\n• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork

Key Responsibilities

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure.



• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A / ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a excellent customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL’s value and its methodology.

Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.\\r\\n• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.\\r\\n \\r\\nEligibility, Knowledge, Skills & Experience\\r\\n \\r\\n• 3-5 yrs of university education post High school (B.Sc. or Diploma)\\r\\n• Certification. Preferred A / ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.\\r\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.\\r\\n• Phone & Chat support experience necessary.\\r\\n• Technical helpdesk or technical call center experience is necessary.\\r\\n

Skill Requirements

• Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A / ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary.



• Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL’s value and its methodology.

Disciplined, systematic problem-solving skills required.\\r\\n• Hands-on work experience with the following:\\r\\n• Windows Operating systems\\r\\n• Clients: Windows 7, Windows 10, Windows 11\\r\\n• Servers: Cloud AWS/ Azure, GCP\\r\\n• Remote desktop connectivity applications\\r\\n• MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365\\r\\n• Internet browsers (e.g. Edge, Chrome)\\r\\n• VPN/ CISCO Any Connect/ Ping ID/ MFA\\r\\n• Support for laptop, desktops, and printers.\\r\\n• iPhone and Android devices familiarity\\r\\n• Application: Adobe/ SAP/ Warehouse management etc.\\r\\n• Basic knowledge of ITIL, Incident/ Problem/ Change.\\r\\n\\r\\nSoft Skills\\r\\n\\r\\n• Excellent communication and conversation skills (Verbal and Written)\\r\\n• Good documentation skills\\r\\n• Should have a great customer handling skill.\\r\\n• Able to handle unforeseen situations.\\r\\n• High level of acceptance\\r\\n• Can drive HCL’s value and its methodology

Other Requirements

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A / ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL’s value and its methodology.

📌 Analyst (Support & Operations) (Lucknow)
🏢 HCLTech
📍 Lucknow