Description
HCL Tech hiring for the Analyst– Service Desk role based in Chennai. This job opening for freshers and candidates with up to 2.5 years of experience is a great opportunity to build a career in IT support services. The position involves resolving customer issues, managing user accounts, and ensuring a positive customer experience through efficient service desk operations.
About
As a Service Desk Analyst, you will be responsible for diagnosing and resolving hardware, software, and network problems for end users. The role also includes user account provisioning, incident management, and documentation of issues and resolutions. This is an excellent entry-level job for freshers looking to start their career in IT support and infrastructure management.
Responsibilities
- Diagnose and resolve hardware/software/network issues via phone, email, or chat.
- Route complex problems to internal IT support staff.
- Manage relationships with vendors and support staff for issue resolution.
- Administer user account provisioning and perform access management activities.
- Provide remote desktop support based on SOPs.
- Troubleshoot issues with Windows-based client operating systems (Windows 7, Vista, XP).
- Resolve problems related to Active Directory, Exchange, MS Office Suite, and other desktop applications.
- Escalate unresolved issues to appropriate specialists.
- Create and maintain knowledge bases for handled issues.
- Provide training and knowledge transfer for end-user computing operations.
- Participate in ongoing departmental development and routine maintenance updates.
- Maintain required documentation, including standards, configurations, and diagrams.
- Ensure adherence to quality standards, including voice and accent monitoring and tech compliance.
Skills
- Proficiency in troubleshooting hardware, software, and network issues.
- Knowledge of ITSM tools like ServiceNow, Remedy, etc.
- Experience with Active Directory, Exchange, and MS Office Suite.
- Strong verbal and written communication skills in English and one regional language (e.g., German, Spanish, Mandarin, etc.).
- Good interpersonal skills and ability to work in a team.
- Knowledge of VPN, remote dial-in, and basic network connectivity.
- Basic understanding of printers, laptops, and desktop troubleshooting.
- Familiarity with documentation and reporting tools.
Eligibility Criteria
- Educational Qualification: B-Tech in any discipline.
- Experience: 0-2.5 years (freshers are welcome).
- Strong problem-solving skills and ability to prioritize tasks.
Job Type: Full-time, Hybrid model.
Job Location: Chennai, India.
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