Analyst (Support & Operations)

HCL Technologies Limited; Lucknow; On-site; INR 350,000 - 520,000; Full time

Job summary

HCL Technologies Limited is seeking a skilled IT help desk professional in Lucknow to handle phone, email and chat based user support. You will diagnose hardware, software and network issues, document resolutions in Service Now, and coordinate with internal teams for effective problem closure.

The role emphasizes disciplined problem solving, basic user training, and involvement in ongoing help desk projects and SOP development to improve service quality.

Qualifications

• 1-3 years help desk or support experience
• Disciplined, systematic problem-solving skills required.

Responsibilities

• Responds to phone, email, chat and tickets from users.
• Diagnose hardware/software/network issues and provide resolution.
• Route problems to higher level IT support when needed.
• Coordinate with vendors and internal teams for resolution.
• Administer user access and exit controls.
• Document incidents and resolutions using Service Now.
• Train users on basic procedures as needed.
• Lead or participate in help desk projects and SOPs.

Skills

Phone & Chat support

Helpdesk experience

Problem solving

Teamwork

Education

B.Sc. or Diploma

Tools

ServiceNow

Windows OS

Job description

Key Responsibilities

Responds to telephone calls, email, instant messages, and assigned tickets from users.

• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.
• Route problems to internal second and third level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Identify, evaluate, and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts
• Use Service Now to document and manage incident and Service requests and their respective resolutions.
• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.

Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Eligibility, Knowledge, Skills & Experience

• 3-5 yrs of university education post High school (B.Sc. or Diploma)
• Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.
• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone & Chat support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following: Windows Operating systems, Clients: Windows 7

Other Requirements

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.