24/7 On-Site Service Desk Analyst

HCL Technologies Limited; Morrisville (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited in Morrisville, NC seeks a Helpdesk Analyst to be the first point of contact for users via phone, email, and chat. You will document incidents in ServiceNow and work toward rapid resolutions with a focus on strong customer service.

You will diagnose software, hardware, and network issues, including password resets, VPN problems, and printer setups, and communicate status updates. Shift rotations are 24/7.

Responsibilities

• Act as the first point of contact for users via phone, email, and chat and document incidents in ticketing systems like ServiceNow
• Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN problems, printer setups)
• Update users on the status of their requests and communicate major IT service outages
• Provide technical guidance on operating systems, infrastructure, networking basics, software, and applications
• Explain technical concepts in clear language and collaborate with teams to resolve issues
• Manage time effectively to multitask and meet SLAs in a 24/7 rotational shift environment

Job description

HCL Technologies Limited in Morrisville, NC seeks a Helpdesk Analyst to be the first point of contact for users via phone, email, and chat. You will document incidents in ServiceNow and work toward rapid resolutions with a focus on strong customer service.

You will diagnose software, hardware, and network issues, including password resets, VPN problems, and printer setups, and communicate status updates. Shift rotations are 24/7.