Service Desk Analyst

HCLTech; 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

• Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow)
• Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc)
• Update users on the status of their requests and communicate major IT service outages.
• Technical knowledge of operating systems and infrastructure, networking basics, software, and applications.
• Advising users on the appropriate course of action
• Strong verbal and written communication skills to interact with end users and team members
• Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members
• Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly
• Collaborating with different teams to address complex issues
• Time management skills to multitask and adhere to SLAs
• A focus on providing excellent customer service and addressing needs
• Should be willing to work from office in 24/7 rotational shift environment

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.