Analyst (Support & Operations)

Chennai, Tamil Nadu

Job Summary

A Service Desk Analyst (L1) is the first point of contact for users seeking IT support. The role involves handling incidents and service requests, providing basic technical troubleshooting, resolving common IT issues, and escalating complex problems to higher support levels when required.

Key Responsibilities

Respond to user queries via phone, email, chat, or ticketing systems.Log, track, and manage incidents and service requests.Troubleshoot basic hardware, software, network, and application issues.Provide first-call resolution whenever possible.Escalate unresolved issues to L2/L3 support teams.Maintain accurate documentation and update ticket statuses.Follow SLA guidelines and ensure customer satisfaction.

Skill Requirements

Positive communication skills in English.Basic knowledge of Windows, Microsoft Office 365, networking, and IT troubleshooting.Familiarity with ticketing tools and ITIL processes.Strong customer service and problem-solving abilities.

Other Requirements

Service Desk Analyst - English

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