Analyst - English, Arabic, Microsoft Windows

HCL Technologies Limited; Nagpur District; On-site; INR 350,000 - 480,000; Full time

Job summary

HCL Technologies Limited in Nagpur, India is seeking a Service Desk Analyst to provide first-line support, troubleshoot incidents, and maintain documentation. You will log tickets, assist users via phone, email, chat, or in person, and coordinate with IT teams to ensure timely and accurate service delivery.

Experience with Windows and macOS, ITSM tools such as ServiceNow, and Active Directory is preferred. The role emphasizes customer service, problem solving, and effective communication.

Qualifications

• Strong customer service and troubleshooting skills.
• Experience with ITSM tools and Active Directory.
• Familiarity with Windows and macOS environments.
• Experience logging incidents and managing ticket lifecycles.

Responsibilities

• Serve as first contact for users via phone, email, chat, or in-person.
• Log incidents and manage ticket lifecycle from start to finish.
• Diagnose and resolve hardware, software, and network issues at Tier-1/2.
• Use ITSM tools like ServiceNow to track requests and incidents.
• Escalate complex issues to specialized teams when needed.
• Assist with Active Directory tasks, password resets, and security procedures.

Skills

Customer service

Troubleshooting

ITSM tools

Active Directory

Windows

macOS

Tools

ServiceNow

Job description

Analyst - English, Arabic, Microsoft Windows Analyst - English, Arabic, Microsoft Windows India Analyst - English, Arabic, Microsoft Windows Nagpur, Maharashtra

Job Summary

Service Desk Analyst 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

Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.

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.