Service Desk Analyst

HCLTech

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Bengaluru, Karnataka, India1 – 5 Years4 days ago

RoleService Desk Analyst

LocationBengaluru, Karnataka, India

Experience1 – 5 Years

QualificationAny Degree

Job Description

As a Service Desk Analyst at HCLTech, you will be responsible for providing Level 1 remote desktop support via phone, email, and chat. Your primary mission is to diagnose and resolve technical incidents related to hardware, software, and network connectivity while maintaining strict SLA timelines . You will be expected to drive First Call Resolution (FCR) and manage ticket volumes efficiently using tools like ServiceNow .
This role requires a high degree of fluency in English, as you will be supporting an international user base. You will manage ticket documentation, maintain accurate worklogs, and escalate complex issues to Level 2/3 teams when necessary. Success in this role is measured by login efficiency, low Average Handling Time (AHT), and high Customer Satisfaction (CSAT) scores. You will also participate in quality monitoring protocols and contribute to the internal technical knowledge base.

Provide Level 1 technical support for Windows OS, MS Office, and network issues.
Manage and resolve incidents through multiple channels: Phone, Email, and Chat.
Maintain First Call Resolution (FCR) targets and low Average Handling Time (AHT).
Document all incidents and requests accurately in ServiceNow worklogs.
Escalate unresolved tickets to higher technical tiers (L2/L3) using defined procedures.
Adhere to international voice and accent clarity and quality standards.
Drive high CSAT scores by delivering a positive and professional customer experience.
Work in rotational shifts to support 24/7 global operations and shared services models.

Education: Graduation in any stream (B.E/B.Tech/B.Sc/B.Com/BCA preferred).
Experience: 1 to 5 years in a technical support or international service desk environment.
Communication: Mandatory fluency in spoken and written English (International Voice experience).
Technical: Strong knowledge of Windows OS, Remote Desktop tools, and MS Office Suite.
Tools: Familiarity with ticketing systems, specifically ServiceNow .
Certification: ITIL Foundation certification is highly preferred but not mandatory.
Mindset: Strong problem-solving skills with the ability to work under pressure.

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