HCLTech Hiring Analyst (Lucknow) | Service Desk Support

Role Overview

This role provides hardware, software and network problem diagnosis and resolution through telephone, email and chat for customers' end users. Problems are routed to internal 2nd and 3rd level IT support staff, and vendors and support teams that handle hardware, software and network issues are coordinated and managed.

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 based on SOPs, and escalate complex problems to specialists.
• Administer user account provisioning and user account management activities.
• Use the Incident Management System to document 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 communications tools.
• Troubleshoot client software and basic network connectivity problems, and identify, evaluate and prioritise customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures, and 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, and provide knowledge transfer on Service Desk operations.