HCLTech Hiring Analyst (Bengaluru) | Service Desk Role

Job Summary

This role handles inbound calls, follows the defined call scripts and process, and creates tickets for every incoming call while working toward resolution. It requires strong communication skills to support users globally.

Key tasks include providing quick, effective help with information technology systems, listening carefully to customer questions and concerns, and offering the best solution. The analyst handles basic software installation, break-fix issues and hardware problems remotely, and resolves hard stop issues such as password and multifactor resets and account lock/unlock requests.

Users' concerns should be assessed carefully, with ticket priority set or raised according to impact. The role also needs basic network and VPN knowledge, detailed knowledge of Windows and Mac troubleshooting, Active Directory and Google Workspace, and timely daily follow-up on incidents.

Key Responsibilities

The responsibilities mirror the summary above: inbound call handling under the defined process, ticket creation and resolution, remote assistance with IT systems, software and hardware break-fix support, hard stop account issues, priority setting by impact, and timely incident follow-up.

Skill Requirements

Service Desk experience is expected for this role.

Other Requirements

English language proficiency is required.