Analyst (Support & Operations)
HCLTech
Chennai, Tamil Nadu, IndiaPosted about 2 months agoDiscoveredMatch locked
Full-time
Job Summary
Service Desk - Senior Analyst
Key Responsibilities
Incident Resolution: Handle critical, escalated business tickets and resolve complex technical problems across Windows, macOS, and mobile endpoint devices.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nMentorship: Guide and train junior service desk staff, helping them improve first-call resolution rates.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nProcess Automation: Write and maintain PowerShell or shell scripts to automate repetitive administrative tasks and troubleshooting.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nSystem Management: Maintain the configuration management database (CMDB), track hardware/software asset lifecycles, and handle access provisioning via Active Directory or Azure AD.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nSLA Monitoring: Track performance metrics like resolution time and customer satisfaction to meet operational level agreements.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n
Skill Requirements
Technical Knowledge: Advanced troubleshooting for operating systems, TCP/IP networking, DNS, DHCP, VPN, and Microsoft Intune or MDM tools.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nPlatforms: Familiarity with IT service management platforms like ServiceNow, Jira, or HP Service Manager.\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\nCertifications: Preferred credentials include ITIL (v3 or v4), Microsoft certifications, or CompTIA A+
Other Requirements
Good communication and customer interaction
Not included in the source posting: about the role, benefits.
Skills
jiraazure
Who can apply
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