Sr Analyst
IT
Job Summary
Service Desk Staff
(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure
Skills for staff include:
- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills
Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution
Key Responsibilities
Service Desk Staff
(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure
Skills for staff include:
- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills
Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution
Skill Requirements
Service Desk Staff
(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure
Skills for staff include:
- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills
Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution
Other Requirements
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.
