Analyst (Support & Operations)

Job Description

Analyst (Support & Operations)

Lucknow, Uttar Pradesh

Job Summary

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer's end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL's value and its methodology. Responds to telephone calls, email, instant messages, and assigned tickets from users.\\\ • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer's end users.\\\ • Route problems to internal second and third level IT support staff.\\\ • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\\ • Administer and provide User Access and Exit controls.\\\ • Identify, evaluate, and prioritize customer problems and complaints.\\\ • May train users and operators on a limited basis and/or may write training procedures.\\\ • Assign work orders / incidents to appropriate support teams and follow up until closure.\\\ • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts\\\ • Use Service Now to document and manage incident and Service requests and their respective resolutions.\\\ • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.\\\ • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.\\\ • Training: Be willing to parti

Key Responsibilities

esponds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer's end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL's value and its methodology.

Windows Operating systems\\\ • Clients: Windows 7, Windows 10, Windows 11\\\ • Servers: Cloud AWS/ Azure, GCP\\\ • Remote desktop connectivity applications\\\ • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365\\\ • Internet browsers (e.g. Edge, Chrome)\\\ • VPN/ CISCO Any Connect/ Ping ID/ MFA\\\ • Support for laptop, desktops, and printers.\\\ • iPhone and Android devices familiarity\\\ • Application: Adobe/ SAP/ Warehouse management etc.\\\ • Basic knowledge of ITIL, Incident/ Problem/ Change.\\\ \\\ Soft Skills\\\ \\\ • Excellent communication and conversation skills (Verbal and Written)\\\ • Good documentation skills\\\ • Should have a great customer handling skill.\\\ • Able to handle unforeseen situations.\\\ • High level of acceptance\\\ • Can drive HCL's value and its methodology.\\\

Skill Requirements

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer's end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL's value and its methodology.

Other Requirements

Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer's end users. • Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. • Administer and provide User Access and Exit controls. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem-solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL's value and its methodology.

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.