Senior Analyst/Analyst

Overview of the Role

As a Senior Analyst – Remote Desktop Support at HCLTech, you will be the critical first point of contact for end users worldwide, providing both voice and non-voice technical support. Your role will be instrumental in ensuring a seamless IT experience for our global clientele by efficiently resolving incidents and service requests, maintaining high service standards, and contributing to overall customer satisfaction. This position offers the opportunity to work in a dynamic, multinational environment, supporting HCLTech’s mission to deliver exceptional IT services and business outcomes.

Detailed Responsibilities

• Provide first-level technical support (voice and non-voice) to end users in a global environment, ensuring prompt identification and resolution of IT issues.
• Log, categorize, prioritize, and troubleshoot incidents and service requests, adhering to established service level agreements (SLAs) and escalation procedures.
• Resolve common technical issues related to Windows operating systems, Microsoft Outlook, internet connectivity, and basic networking.
• Deliver remote desktop support for desktops, laptops, PCs, and standard peripheral devices, guiding users through troubleshooting steps.
• Accurately document user interactions, troubleshooting actions, and resolutions in the ITSM/ticketing system.
• Escalate unresolved or complex issues to higher-level support teams and follow through to closure, ensuring continuous communication with users.
• Maintain professionalism and clarity in all communications, enhancing customer satisfaction and trust.
• Collaborate with global service desk teams to ensure seamless handover and support across time zones.
• Adhere to IT service management processes, information security standards, and company policies.
• Participate in continuous improvement initiatives and knowledge sharing within the team.

Skill Requirements

• Minimum 6 months 4 years of experience in a Service Desk, Help Desk, Technical Support, or similar role within a global/enterprise environment.
• Proficiency in providing both voice and non-voice technical support to international users.
• Strong working knowledge of Windows operating systems, Microsoft Outlook troubleshooting, and basic networking concepts.
• Familiarity with remote desktop support, standard PC hardware, and peripheral devices.
• Good understanding of ITIL processes; ITIL Foundation certification or equivalent is preferred.
• Experience with ITSM or ticketing tools (e.g., ServiceNow, Remedy) is desirable.
• Excellent verbal and written communication skills in English, with a neutral accent and strong customer interaction abilities.
• Demonstrated problem-solving skills, structured troubleshooting, and the ability to handle multiple priorities.
• Any graduate degree from a recognized institution.