HCLTech Hiring Analyst (Support & Operations) in Lucknow | Service Desk

Job Summary

The Service Desk Analyst provides first-level IT support to end users. This role handles incoming queries and help requests by email, phone, or in person, and uses request fulfillment and incident management processes to resolve issues in line with service desk objectives.

Key Responsibilities

• User Query Handling: Capture, validate, and triage user queries or issues for further processing.
• Communication: Keep users informed through appropriate channels.
• Technical Support: Support Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware.
• Documentation: Record detailed notes of user problems and the steps taken to resolve them.
• Issue Resolution: Troubleshoot and resolve hardware and software problems, including remote access to user systems.
• Security Management: Manage user security privileges, reset passwords, and take part in developing or reviewing security processes.
• Collaboration: Work with desktop and network teams and other workgroups on projects and initiatives.
• Continuous Improvement: Analyze, review, and report on service desk processes to drive continuous improvement.

Skill Requirements

Strong problem-solving skills, excellent communication, and proficiency in IT systems and software. Empathy, adaptability, and the ability to work collaboratively with IT professionals and departments are also expected.