Service Desk Analyst

HCLTech; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

HCLTech in Bengaluru, India, seeks a Service Desk Analyst (L1) to deliver Level 1 technical support via phone, email, chat, and ticketing tools. The role requires 1-3 years of IT service desk experience and strong knowledge of Windows OS, Active Directory, and ITSM tools.

You will diagnose and resolve hardware, software, networking, and application issues, perform password resets, manage incidents, and escalate to L2/L3 as needed, ensuring SLA compliance and high customer satisfaction.

Qualifications

• 1-3 years of experience in service desk or IT support.
• Proficient in Windows OS and MS Office.
• Experience with AD and ITSM tools.

Responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing tools.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Perform password resets, account unlocks, and user account administration.
• Create, update, and manage incident and service request tickets.
• Escalate unresolved issues to L2/L3 support teams as per defined procedures.
• Ensure compliance with SLAs and maintain ticket quality.
• Document troubleshooting steps and update knowledge base articles.
• Deliver excellent customer service and maintain high customer satisfaction.

Skills

Windows OS & MS Office

Active Directory

ITSM tools

ServiceNow

Networking basics

Remote Desktop

Incident & Request Mgmt

Tools

ServiceNow

Job description

Service Desk Analyst (L1) - Job Description

Job Title: Service Desk Analyst (L1)

Experience: 1-3 Years

Key Responsibilities:

• Provide Level 1 technical support via phone, email, chat, and ticketing tools.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Perform password resets, account unlocks, and user account administration.
• Create, update, and manage incident and service request tickets.
• Escalate unresolved issues to L2/L3 support teams as per defined procedures.
• Ensure compliance with SLAs and maintain ticket quality.
• Document troubleshooting steps and update knowledge base articles.
• Deliver excellent customer service and maintain high customer satisfaction.

Technical Skills:

• Windows OS and Microsoft Office Suite
• Active Directory
• ServiceNow or other ITSM tools
• Basic Networking (TCP/IP, DNS, DHCP)
• Remote Desktop Support
• Incident and Request Management

Soft Skills:

• Customer-focused approach
• Problem-solving and analytical skills
• Ability to work in rotational shifts
• Team player with good interpersonal skills