Sr Analyst

Job Description

Sr Analyst

Greater Noida, Uttar Pradesh

Job Summary

Service Desk Engineer (FSO) - 24x7 Support

Position Summary

We are seeking a highly motivated and customer-focused Service Desk Engineer to provide Level 1/Level 2 IT support services in a 24x7 operational environment. The candidate will be responsible for incident resolution, service request fulfillment, troubleshooting end-user issues, supporting collaboration platforms, and ensuring high service availability across global locations.

Key Responsibilities

Key Responsibilities

Service Desk Operations

Provide first-line and second-line technical support to end users.

Handle incidents, service requests, and escalations as per defined SLAs.

Monitor, troubleshoot, and resolve hardware, software, and network-related issues.

Support major incident management activities and critical issue resolution.

Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

Unified Communications & Collaboration Support

Support and troubleshoot:

Microsoft Teams

Zoom Meetings and Zoom Rooms

Avaya Telephony Systems

Audio Visual (AV) conferencing equipment

Microsoft 365 applications

End User Computing Support

Windows desktop and laptop support.

Outlook, Office 365, Exchange Online support.

Active Directory user administration.

Printer and peripheral troubleshooting.

Remote support for global users.

Automation & Scripting

Develop and maintain automation scripts to improve operational efficiency.

Utilize:

PowerShell

Python

Shell Scripting

Hands-on experience with:

Ansible

Terraform

Support Infrastructure-as-Code (IaC) and automation initiatives.

Technical Skills

Mandatory Skills

Microsoft Teams Administration and Troubleshooting

Zoom Administration and Support

Avaya Voice/Telephony Systems

Audio Visual (AV) Room Support

Windows 11 Support

Microsoft 365 Suite

Active Directory

Incident & Service Request Management

Remote Desktop Support

Preferred Skills

ITIL Foundation Certification

ServiceNow or equivalent ITSM tools

Support Coverage

Willingness to work in a 24x7 shift-based support environment.

Comfortable with rotational shifts, weekend support, and on-call duties.

Ready to support global business operations across multiple time zones.

Experience

1-3 years of experience in Service Desk, End User Support, or IT Operations.

Experience supporting enterprise collaboration and telephony platforms.

Experience in multinational/global support environments is preferred.

Soft Skills

Excellent verbal and written communication skills.

Strong customer service orientation.

Analytical problem-solving skills.

Ability to prioritize and manage multiple tasks.

Team player with a proactive approach to issue resolution.

Additional Requirement

Candidate must be open to rotational shifts and 24x7 operational support.

Willingness to participate in major incident bridges, after-hours support, and business continuity activities.

Skill Requirements

Other Requirements

Apply now

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.