Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

HCL Technologies Limited; Nagpur District; On-site; INR 300,000 - 420,000; Full time

Job summary

HCLTech Nagpur is seeking an Administrator for Remote Desktop Support, focusing on Microsoft Windows, Microsoft Servers RDS, and Touch Services. This role emphasizes providing frontline IT assistance to end users. You will handle incoming requests, resolve issues via remote access, and maintain accurate service records.

Strong communication, problem-solving, and time management are essential for success. Join a global technology leader committed to putting people first and delivering reliable IT

Qualifications

• ,Experience in IT service desk or remote support.
• Ability to resolve IT issues via remote access.
• Record-keeping of IT issues and user history.
• Ability to follow SOPs and update documentation.

Responsibilities

• Handle incoming IT support requests via email or phone.
• Resolve IT issues remotely or guide users through steps.
• Escalate complex cases to higher-level IT support when needed.
• Maintain detailed service records of user issues and resolutions.
• Perform system testing and updates after troubleshooting.
• Create and maintain IT documentation and knowledge base.

Skills

Remote Desktop Support

Technical skills

Problem-solving

Communication skills

Time management

Team collaboration

Job description

Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services Nagpur, Maharashtra

Job Summary

Remote Desktop Support

Key Responsibilities

Technical skills - because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills

Problem-solving skills - service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues

Communication skills - effective communication is key in this role, since service desk analysts need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues

Time management - service desk analysts need excellent time management skills and should be able to set priorities when handling multiple cases

Team collaboration - service desk analysts routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers

Job Roles

Field Incoming Help Requests One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

Resolve IT Support Requests If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.

Escalate Advanced Cases Service desk analysts escape user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem. For particularly complex cases, the service desk analyst may receive the user’s hardware so that IT specialists can conduct analyses and determine how to fix the problem.

Maintain Service Records Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.

Perform System Testing and Updates Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system. They may also walk users through update and installation processes for software and peripherals.

Maintain IT Documentation Many service desk analysts also support department-wide operations by creating, editing, and maintaining IT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.

Skill Requirements

Remote Desktop Support

Other Requirements

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.