HCLTech Analyst Job in Lucknow - English, Arabic, Windows Support

Job Summary

This role provides hardware, software and network problem diagnosis and resolution to customer end users by telephone, email and chat. Problems that need deeper work are routed to internal 2nd and 3rd level IT support staff, and vendors and support teams are coordinated for hardware, software and network fixes.

Key Responsibilities

• Handle calls, emails, instant messages and assigned tickets from users, assign work orders and incidents to the right support teams, and follow up until closure.
• Diagnose problems through user discussions, including recognition, logs, research, isolation, resolution and follow-up.
• Provide level 1 remote desktop support and other activities as per SOPs, including user account provisioning and user account management.
• Escalate complex problems to the appropriate specialists and troubleshoot client software and basic network connectivity issues.
• Use the Incident Management System to record and manage problems, work requests, resolutions and workarounds.
• Evaluate, analyse and set up PC-based software products such as word processors, spreadsheets, presentation tools, database management systems, email and communication tools.
• Identify, evaluate and prioritise customer problems and complaints.
• Train users and operators on a limited basis and write training procedures where needed.
• Take part in ongoing training and departmental development, and carry out routine maintenance updates with other IT staff and business units.
• Prepare required documentation, including standards, configurations and diagrams, and transfer knowledge of Service Desk operations.