HCLTech Hiring Analyst in Chennai - Technical Support Role

Job Summary

This role provides technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. The analyst also works with IT teams to keep service delivery running smoothly.

Key Responsibilities

• First-Level Technical Support: Act as the primary contact for users by phone, email, chat, or in person, then log incidents and manage the ticket lifecycle.
• Troubleshooting and Resolution: Diagnose and resolve hardware, software, and network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1 and Tier-2 levels.
• Incident and Request Management: Prioritize, document, and track service requests and incidents using ITSM tools such as ServiceNow.
• Escalation and Collaboration: Escalate complex issues to specialized teams (network, security, development).
• User Account and Security Support: Manage Active Directory, handle password resets and access permissions, and assist with security procedures.
• Knowledge Base and Documentation: Maintain resolution notes, update the internal knowledge base, and contribute to support documentation.
• User Training and Communication: Provide guidance and status updates to end users.

Skill Requirements

Candidates should have excellent customer service and troubleshooting skills, along with knowledge of ITSM tools, Active Directory, and Windows or macOS.