Analyst (Support & Operations)

HCL Technologies Limited; Nagpur District; On-site; INR 250,000 - 420,000; Full time

Job summary

HCL Technologies Limited is seeking an entry-level Service Desk/Employee Support professional to act as the first point of contact for IT-related requests. You will log, categorize, and route incidents, resolve issues using KB articles, and provide multi-channel support (phone, email, chat, ticketing).

Maintain ticket accuracy and meet SLAs. The role requires graduate qualification with 0–2 years of experience, familiarity with ServiceNow or similar ITSM tools, and a willingness to work in

Qualifications

• Strong verbal and written communication skills.
• Customer service orientation and problem-solving ability.
• Basic understanding of IT support processes and ticketing systems.
• Ability to follow documented procedures and knowledge articles.
• Strong teamwork and stakeholder management skills.
• Willingness to work in shifts and support global users.

Responsibilities

• Serve as the first point of contact for employee IT and service-related requests.
• Log, categorize, prioritize, and route incidents/service requests.
• Resolve issues using approved KB articles and documented procedures.
• Provide support through phone, email, chat, and ticketing tools.
• Maintain accurate ticket documentation and updates.
• Meet SLA, quality, productivity, and customer satisfaction targets.
• Escalate unresolved issues to appropriate resolver groups.
• Follow organizational compliance, security, and process requirements.
• Participate in shift operations and knowledge-sharing activities.

Skills

Communication skills

Customer service

IT support basics

Ticketing systems

Teamwork & stakeholders

Shift work

Education

Graduate in any discipline

Tools

ServiceNow

Job description

Role Purpose Provide Level 1 support to employees through approved support channels, ensuring timely resolution of employee queries, incidents, and service requests while maintaining customer satisfaction and adherence to operational SLAs. Employee Care support is primarily knowledge-based and process-driven. Key Responsibilities Serve as the first point of contact for employee IT and service-related requests. Log, categorize, prioritize, and route incidents/service requests. Resolve issues using approved Knowledge Base (KB) articles and documented procedures. Provide support through phone, email, chat, and ticketing tools. Maintain accurate ticket documentation and updates. Meet SLA, quality, productivity, and customer satisfaction targets. Escalate unresolved issues to appropriate resolver groups. Follow organizational compliance, security, and process requirements. Participate in shift operations and knowledge-sharing activities. Required Skills Good verbal and written communication skills. Customer service orientation and problem-solving ability. Basic understanding of IT support processes and ticketing systems. Ability to follow documented procedures and knowledge articles. Strong teamwork and stakeholder management skills. Willingness to work in shifts and support global users. Preferred Qualifications Graduate in any discipline. 0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support. Familiarity with ServiceNow or similar ITSM tools. Key Performance Indicators (KPIs) SLA compliance First Contact Resolution (FCR) Customer Satisfaction (CSAT) Ticket quality and documentation accuracy Productivity and adherence metrics

Key Performance Indicators (KPIs)\\\\r\\\
SLA compliance\\\\r\\\
First Contact Resolution (FCR)\\\\r\\\
Customer Satisfaction (CSAT)\\\\r\\\
Ticket quality and documentation accuracy\\\\r\\\
Productivity and adherence metrics

Key Responsibilities

Key Responsibilities Serve as the first point of contact for employee IT and service-related requests. Log, categorize, prioritize, and route incidents/service requests. Resolve issues using approved Knowledge Base (KB) articles and documented procedures. Provide support through phone, email, chat, and ticketing tools. Maintain accurate ticket documentation and updates. Meet SLA, quality, productivity, and customer satisfaction targets. Escalate unresolved issues to appropriate resolver groups. Follow organizational compliance, security, and process requirements. Participate in shift operations and knowledge-sharing activities.

Skill Requirements

Required Skills Good verbal and written communication skills. Customer service orientation and problem-solving ability. Basic understanding of IT support processes and ticketing systems. Ability to follow documented procedures and knowledge articles. Strong teamwork and stakeholder management skills. Willingness to work in shifts and support global users.

Other Requirements

Preferred Qualifications Graduate in any discipline. 0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support. Familiarity with ServiceNow or similar ITSM tools.

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.