Service Desk Analyst

About the role

HCLTech is seeking a Service Desk Analyst to provide first‑line technical support to end users across its global client base. You will diagnose and resolve hardware, software, and network issues through multiple channels, ensuring a smooth and productive user experience.

Key responsibilities

• Diagnose and resolve hardware, software, and network problems via telephone, email, chat, or video call.
• Classify service calls according to predefined categories.
• Route incidents to Level 2 and Level 3 support using knowledge‑base articles.
• Coordinate with higher‑level support teams to ensure timely issue resolution.

Required profile

• 2‑3 years of experience in a similar service‑desk or technical‑support role.
• High school diploma or equivalent.
• Strong customer‑focus with excellent communication and active‑listening skills.
• Fluent English, both written and spoken.

Required skills

• Citrix
• ServiceNow
• Active Directory
• VPN connectivity troubleshooting

What we offer

• Life and medical insurance plans.
• Savings fund and food vouchers.
• 30‑day Christmas bonus and paid vacation (12 days first year, increasing per law).
• Continuous training and development opportunities.