Service Desk Analyst acts as the primary IT contact, providing first-level support to resolve hardware, software, and network issues for employees or customers. They troubleshoot, log, and track support requests via a ticketing system, ensuring timely resolutions and escalating complex issues to higher-level staff.
Key Responsibilities
Incident Management:
Responding to inquiries via phone, email, or chat, documenting them in a ticketing system, and resolving issues. Technical Support:
Troubleshooting computers, printers, peripherals, software applications, and basic network connectivity. User Management:
Handling user accounts, password resets, and permission settings. Maintenance:
Installing, updating, and maintaining software and hardware. Documentation:
Updating the company knowledge base with solutions to common problems. Required Skills and Qualifications
Technical Knowledge:
Familiarity with Windows/Mac OS, software applications, and network troubleshooting. Customer Service:
Excellent communication and interpersonal skills to assist non-technical users. Problem-Solving:
Ability to analyze issues quickly and determine the best solution. Organization:
Ability to prioritize tasks and manage multiple tickets simultaneously. HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
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Incident Management:
Responding to inquiries via phone, email, or chat, documenting them in a ticketing system, and resolving issues. Technical Support:
Troubleshooting computers, printers, peripherals, software applications, and basic network connectivity. User Management:
Handling user accounts, password resets, and permission settings. Maintenance:
Installing, updating, and maintaining software and hardware. Documentation:
Updating the company knowledge base with solutions to common problems. Required Skills and Qualifications
Technical Knowledge:
Familiarity with Windows/Mac OS, software applications, and network troubleshooting. Customer Service:
Excellent communication and interpersonal skills to assist non-technical users. Problem-Solving:
Ability to analyze issues quickly and determine the best solution. Organization:
Ability to prioritize tasks and manage multiple tickets simultaneously. HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
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