Sr Analyst

HCL Technologies Limited; Dadri; On-site; INR 300,000 - 520,000; Full time

Job summary

HCL Technologies Limited in India seeks a Service Desk professional to handle L1/L2 requests, incidents and problems via phone and remote tools, ensuring timely resolution and clear communication with clients.

You will work with Windows desktops/servers (Windows 7/10, Windows Server 2003/2008), use ITIL-based processes, and log events and resolutions in the ITSM system; join a team that values people-first culture.

Qualifications

• Phone support experience required.
• ITIL V3 or V4 knowledge.
• Technical helpdesk experience required.
• Strong problem solving and structured approach.
• Hands-on with Windows OS and server products.
• Experience with Active Directory and Exchange.
• Familiarity with ITSM ticketing tools (ServiceNow).

Responsibilities

• Serve as first point of contact for customers via phone or chat.
• Perform remote troubleshooting and diagnose issues.
• Determine best solution and guide customers.
• Escalate unresolved issues to next support level.
• Log events, issues and resolutions in ticketing system.
• Share feedback to improve procedures.
• Monitor incidents and advise on improvements.

Skills

Phone support

ITIL knowledge

Technical helpdesk

Problem solving

Windows OS

Windows 7/10

Windows Server

Active Directory

Exchange

ServiceNow

ITSM ticketing

Tools

ServiceNow

Remote support tools

Job description

Job Summary

• Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.
• Work with clients directly over the phone and using remote software.
• Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.
• Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.
• Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.

Essential Duties and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Skills and Abilities

• Phone support experience necessary.
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
• Technical helpdesk experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows 10
  • Servers: Windows 2003, Windows 2008
  • Knowledge of Active Directory, Exchange
• ITSM ticketing tools Service Now

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.