Analyst (Support & Operations)

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

Job summary

HCL Technologies Limited is seeking a Service Desk Analyst (L1) to be the first point of contact for users seeking IT support. You will handle incidents and service requests, perform basic troubleshooting, and escalate complex issues to higher support levels as needed.

The role requires clear English communication, familiarity with Windows and Office 365, networking, and ITIL-based ticketing. You will log and track tickets, adhere to SLAs, and strive for first-call resolution while delivering

Qualifications

• Good communication 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.

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.

Skills

English communication

IT troubleshooting

Customer service

Problem solving

Tools

Ticketing tools

ITIL processes

Job description

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

Good 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.

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.