Service Desk Analyst

Job Opportunity: Service Desk Analyst

Job Location: Vijayawad

aExperience: 6 months to 5+ year

sEmployment Type: Full-tim

e
About HCLTe

ch
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. To learn how we can supercharge progress for you, visit hcltech.c

om.
Role: Service Desk Ana

lyst
Key Responsibil

• ities
  Provide Level 1 technical support via phone, email, and chat to end
• users.Diagnose and resolve hardware, software, and basic network connectivity i
• ssues.Document incidents, service requests, and resolutions using the Incident Management S
• ystem.Escalate complex issues to Level 2 and Level 3 support teams and ensure closure withi
• n SLA.Perform user account provisioning and user account management activ
• ities.Deliver remote desktop support following defined
• SOPs.Coordinate with internal teams, vendors, and support staff for issue resol
• ution.Perform root cause analysis for escalated or recurring i
• ssues.Independently resolve tickets within agreed SLA timelines and quality param
• eters.Ensure adherence to quality standards, regulatory requirements, and company pol
• icies.Maintain required documentation including standards, configurations, and knowledge art
• icles.Contribute to value‑adding activities such as knowledge base updates, training freshers, and coaching ana
• lysts.Support continuous improvement initiatives to enhance customer experience, CSAT, and First Call Resolution

(FCR).
Skills & Requi

• rements
  Excellent verbal and written communication
• skills.Hands-on experience in technical support with exposure to networking funda
• mentals.Strong troubleshooting skills for client software and end-user computing (EUC) envir
• onments.Ability to prioritize, evaluate, and manage customer incidents effe
• ctively.Willingness to participate in ongoing trainings and departmental development init
• iatives.Customer-focused mindset with attention to detail and problem resolution

quality.
Eligibility

• Criteria
  Graduation completed (mandatory); no pending
• backlogs.6 months to 5+ years of full-time relevant IT support e
• xperience.Internship or apprenticeship experience will not be c
• onsidered.Candidates who have attended previous HCLTech recruitment processes for this role may not be