Sr Analyst

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

Job summary

HCL Technologies Limited in Nagpur, India, seeks a bilingual IT Service Desk Analyst fluent in French and English to be the first point of contact for IT support, troubleshooting a variety of issues and logging them in ServiceNow.

You will apply strong communication skills, document actions and solutions, escalate where needed, and work with global teams to ensure rapid, friendly service while following ITIL practices and security standards.

Qualifications

• 1–3 years in IT service desk or technical support.
• Familiar with ServiceNow or similar ITSM tool.
• Proficient in Windows, MS Office, and basic networking.

Responsibilities

• Provide first-line IT support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skills

Bilingual French & English

IT service desk experience

ServiceNow ITSM

Technical troubleshooting

Excellent communication

24/7 rotating shifts

ITIL/CompTIA A+ (plus)

Tools

ServiceNow

Job description

We are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our dynamic team. In this role, you will be the first point of contact for IT support, troubleshooting a variety of technical issues and logging them in ServiceNow. Your expertise in troubleshooting, exceptional communication skills, and dedication to delivering outstanding customer service will be vital in supporting our global workforce.

Key Responsibilities

Key Responsibilities:

• Provide prompt first-line support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skill Requirements

Required Skills & Qualifications:

• Proficiency in English (verbal and written).
• 1–3 years of experience in IT service desk or technical support roles.
• Proficiency with ServiceNow ticketing system (or similar ITSM tool).
• Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity.
• Excellent communication and customer service skills.
• Ability to thrive in a 24/7 environment with rotating shifts, including nights and weekends.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

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.