HCLTech Hiring Analyst in Lucknow, India | Apply Now

Job Summary

This role provides hardware, software and network problem diagnosis and resolution to customer end users by telephone, email and chat. Problems are routed to internal 2nd and 3rd level IT support staff, and vendors and support staff providing problem resolution are coordinated and managed.

The analyst administers user account provisioning and uses the Incident Management System to document and manage problems, work requests, resolutions and circumventions. Tickets and messages from users are answered, work orders are assigned to the right support teams, and each item is followed up until closure.

Key Responsibilities

• Diagnose problems through user discussions, including recognition, logs, research, isolation, resolution and follow-up.
• Provide level 1 remote desktop support and other activities based on SOPs.
• Perform user account management and escalate complex problems to appropriate specialists.
• Evaluate, analyse and set up PC-based software products such as word processors, spreadsheets, presentation graphics, database management systems, email and communications tools.
• Troubleshoot client software and basic network connectivity issues.
• Identify, evaluate and prioritise customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures.
• Take part in ongoing training and departmental development.
• Carry out routine maintenance updates with other IT staff and business units.
• Prepare all required documentation, including standards, configurations and diagrams.
• Transfer knowledge of Service Desk operations.