Sr Analyst

C3i Services &Technologies (Dalian) Co., Ltd; Yerrampalli; On-site; INR 350,000 - 500,000; Full time

Job summary

Sapsf is seeking a capable IT Helpdesk / L2 support professional in India to diagnose and resolve hardware, software, and network issues for end users. You will route problems to senior staff and coordinate with vendors to ensure timely resolution.

Key requirements include strong communication in Mandarin and English, solid documentation, and willingness to work night shifts. You will handle ticketing using ITIL-based systems and contribute to user satisfaction and service quality.

Qualifications

• Experience in IT helpdesk or technical support environments.
• Strong written and spoken communication in English and Mandarin.
• Familiar with ITIL-based ticketing systems (e.g., ServiceNow, Remedy).

Responsibilities

• Diagnose and resolve hardware/software/network issues via phone/email/chat.
• Coordinate with vendors and internal support for issue resolution.
• Manage user accounts and track tickets, ensure SLAs are met.

Skills

Excel

Windows & Outlook

Customer handling

Communication

Documentation

Mandarin

English

Night shift

Vendor coordination

Job description

Requisition ID171685-Posted10/10/2026

Job Summary :

Key Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end user. 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 account provisioning Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Skill Requirements

• Good Knowledge on Excel
• Basic Knowledge Windows, Outlook, PC related issue
• Oversees provisioning and break/fix
• Monitors process to ensure best productivity
• Improves and maintains customer and employee satisfaction
• Monitors and maintains SLAs
• Gathers and suggests value additions for submission to customer with SDM
• Coordinates intra-track and Micron service coordination
• Point of escalation between customer and analyst

Other Requirements

• 1. Excellent communication and conversation skills (Verbal and Written)
• 2. Good documentation skills
• 3. Excellent Mandarin and English language skills
• 4. Should have a great customer handling skills
• 5. Able to handle unforeseen situations
• 6. Can accept night shift
• 7. Can drive HCL's value and methodology