Analyst (Support & Operations)
IT, Operations, Customer Service
Job Summary
Service Desk - English - Lead/L2
Key Responsibilities
24/7 project support - Lead a team and manage escalations - Attending Desktop hardware and software related issues - OS and software installation and troubleshooting - Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets. - Software installation, configuration and troubleshooting for end users. - - Manage project related activities including task scheduling, risk and issues - - Work with other technical teams to ensure effective coordination - - Use the incident management system to document and their respective resolution - Respond to telephone calls, emails and assigned tickets from users - Improves and maintains customer and employee satisfaction - Monitoring and maintaining SLA requirements - 24/7 project support - Lead a team and manage escalations - Attending Desktop hardware and software related issues - OS and software installation and troubleshooting - Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets. - Software installation, configuration and troubleshooting for end users. - - Manage project related activities including task scheduling, risk and issues - - Work with other technical teams to ensure effective coordination - - Use the incident management system to document and their respective resolution - Respond to telephone calls, emails and assigned tickets from users - Improves and maintains customer and employee satisfaction - Monitoring and maintaining SLA requirements
Skill Requirements
Service Desk L2 experience, English Communication, ITIL Process
Other Requirements
Problem Solving and Client Interaction skills
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.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
