Service Desk - Analyst

We are HCLTech, one of the fastest growing large tech companies in the world and home to 219,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

About the Role

We are seeking motivated and customer-focused fresh graduates to join our Service Desk team. As a Service Desk Analyst, you will be the first point of contact for end users, providing technical assistance and ensuring timely resolution of IT-related issues. This role offers an excellent opportunity to build a career in IT support and infrastructure services within a dynamic and fast-paced environment.

Key Responsibilities

• Provide first-level technical support to users via phone, email, chat, and ticketing systems.
• Log, categorize, track, and manage incidents and service requests.
• Troubleshoot basic hardware, software, operating system, and connectivity issues.
• Assist users with account-related requests, password resets, and access issues.
• Escalate unresolved incidents to the appropriate support teams as required.
• Follow established service desk processes and procedures.
• Maintain accurate records of incidents, resolutions, and user interactions.
• Ensure timely updates and communication to users regarding their requests.
• Deliver excellent customer service while meeting defined service level agreements (SLAs).
• Participate in training and knowledge-sharing activities to enhance technical skills.

Key Requirements

• Bachelor's degree in information technology, Computer Science, Information Systems, Engineering, or any other IT or Non-IT discipline.
• Candidates must have successfully completed their degree and be able to provide an official transcript as proof of completion .
• Should be a fresh graduate with up to 1 year of experience.
• Strong communication and interpersonal skills.
• Good analytical and problem-solving abilities.
• Customer-focused mindset with a willingness to learn and grow in the IT industry.
• Willingness to work in a 24x7 rotational shift environment, including day shifts, night shifts, weekends, and public holidays , based on business requirements.

What We Offer

• Comprehensive training and mentoring.
• Exposure to enterprise-level IT support operations.
• Career growth opportunities within IT Infrastructure and Support Services.
• Collaborative and professional work environment.
• Opportunity to work with global customers and technologies.