Senior Analyst – Service Desk (HCLTech) | Bengaluru | Salary Based on Profile

HCLTech is hiring a Service Desk Analyst to act as the first point of contact for users requiring technical support. The role covers end-user computing, retail applications and infrastructure-related incidents.

Job Highlights

• Company: HCLTech
• Role: Senior Analyst – Service Desk L1
• Location: Bengaluru
• Employment Type: Full-Time
• Department: Support and Operations
• Support Channels: Phone, chat, email and self-service
• Salary: Based on Profile

Roles & Responsibilities

• Receive user incidents and service requests.
• Log, classify and prioritize support cases.
• Troubleshoot hardware and software issues.
• Resolve application and network concerns.
• Assist with user-access problems.
• Support retail and POS applications.
• Escalate unresolved incidents.
• Ensure resolution within agreed service levels.
• Keep users informed about progress.
• Maintain a high level of customer satisfaction.

Required Skills

• L1 service desk
• ITSM tools
• Hardware and software troubleshooting
• Network fundamentals
• Incident management
• Customer communication