Senior Analyst - English, French, Microsoft Windows
HCL Technologies
IT
Job Summary
The Service Desk L1 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement.
Key Responsibilities
Incident & Request Management
Handle L1 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics
Perform detailed technical troubleshooting and root cause analysis for recurring issues
Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance
Work on major incidents, providing updates and support as per incident management processes
Escalate to L2 / engineering teams with proper diagnostics, logs, and analysis when required
User Support & Communication
Provide remote support via phone, email, chat, and ITSM portal
Communicate clearly and professionally with end users in English (verbal and written)
Manage user expectations by providing accurate resolution timelines and status updates
Technical Support Scope (Typical L1)
Operating Systems: Windows 10/11, basic MacOS support
Workplace services: user profiles, access issues, printers, VPN, email clients
Active Directory: password resets, account unlocks, group membership (as per access rights)
Network basics: LAN/Wi-Fi connectivity, DNS, proxy, VPN troubleshooting
Standard enterprise applications and collaboration tools
Remote tools and device troubleshooting
Process & Continuous Improvement
Ensure compliance with ITIL-based processes (Incident, Request, Change, Knowledge)
Create, update, and reuse Knowledge Base (KB) articles
Identify trends and contribute to problem management and shift-left initiatives
Support audits, reporting, and service improvement activities
Skill Requirements
Required Skills & Qualifications
Education & Experience
Any graduate degree (IT or related field preferred)
1–3 years of experience in IT Service Desk / Technical Support with L1 exposure
Technical Skills
Strong hands-on troubleshooting skills for end-user computing issues
Experience with ITSM tools (ServiceNow or equivalent)
Understanding of enterprise IT environments and support models
Familiarity with remote support tools and endpoint management
Language & Soft Skills
Excellent English communication skills (spoken and written)
Strong customer-handling and problem-solving skills
Ability to work independently and under pressure
Good documentation and analytical skills
Shape
Working Conditions
24x7 rotational shifts (depending on customer engagement)
Weekend and holiday support as per roster
Offshore / global support environment
Shape
Nice to Have
ITIL Foundation certification
Exposure to L2 coordination or major incident bridges
Experience in global or multilingual service desk environments
Other Requirements
Job Role : Senior Analyst - English, French, Microsoft Windows
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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 226,300 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 December 2025 totaled $14.5 billion.
