Job Summary

Overview: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.

Key Responsibilities

- First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle.
- Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level.
- Incident & Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow).
- Escalation & Collaboration: Escalate complex issues to specialized teams (network, security, dev).
- User Account & Security Support:



Manage Active Directory, password resets, access permissions; assist with security procedures.
- Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.
- User Training & Communication: Provide guidance, and status updates to end users.

Skill Requirements

- Excellent customer service and troubleshooting skills.
- Knowledge of ITSM tools, Active Directory, Windows/macOS.

Other Requirements

- Excellent customer service and troubleshooting skills.
- Knowledge of ITSM tools, Active Directory, Windows/macOS.

📌 Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCL Technologies
📍 India