Sr Analyst

Chennai, Tamil Nadu

Job Summary

- Handle incoming incidents and service requests from end users through phone, email, chat, and self-service portals.

- Provide first-level troubleshooting and resolution for common IT issues within defined SLAs.

- Provide Level 1 technical support through phone, email, chat, and remote support tools.

- Log, categorize, prioritize, track, and manage incidents using ServiceNow or other ITSM tools.

- Troubleshoot and resolve basic issues related to Microsoft Windows 10/11 and Microsoft Office 365.

- Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.

- Perform initial troubleshooting for Citrix Virtual Apps &
- Desktops issues, including login errors, session launch issues, and application access problems, and escalate if required.

- Support VPN connectivity issues, including basic authentication failures, MFA-related issues, and remote access troubleshooting.

- Diagnose and resolve basic Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, and remote application access problems.

- Perform preliminary troubleshooting of system performance issues, including slow boot times, high CPU/RAM usage, disk space concerns, and application slowness.

- Perform basic Active Directory user administration, including password resets, account unlocks, user account creation, and access requests.

- Assist users with client-side software installation, configuration,



and update-related issues.

- Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.

- Configure and support desktops, laptops, peripherals, and remote users.

- Escalate unresolved or complex incidents to Level 2 support teams as required.

- Document troubleshooting steps, known issues, and resolutions in the knowledge base.

- Ensure compliance with ITIL processes, SOPs, and security policies.

- Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.

- Drive customer satisfaction by providing quality support, improving First Contact Resolution (FCR), and minimizing ticket reopen rates.

Key Responsibilities

- Service Desk L1 / IT Help Desk Support

- ServiceNow or Other ITSM Tools

- Microsoft Office 365 &
- Outlook

- Basic Active Directory Administration

- Microsoft Teams &

- OneDrive Support

- Basic Citrix Support

- Basic VPN Support

- Remote Desktop Services (RDS)

Skill Requirements

- Windows 10/11 Administration

- Basic System Performance Troubleshooting

- Basic Networking (DNS, DHCP, TCP/IP)

- Remote Desktop Support

- Incident &
- Request Management

- ITIL Foundation (Preferred)

- Excellent Communication and Customer Support Skills

- Hardware &

- Software Troubleshooting

- Knowledge Base Documentation

- SLA Management &

- Customer Service Excellence

Other Requirements

📌 Sr Analyst (Chennai)
🏢 HCLTech
📍 Chennai