Sr Analyst
IT
Job Summary
Hiring is for GEORGIAN language. In drop down it was not an option, hence choose generic skill cluster. The L1 Service Desk Analyst provides first-level IT support to end users, delivering timely resolution of incidents and service requests in the Georgian language, ensuring high customer satisfaction and adherence to SLA targets.
Key Responsibilities
Provide Level 1 support via phone, email, chat, or ticketing tools in Georgian. Log, categorize, and prioritize incidents/requests in the ITSM tool (e.g., ServiceNow). Perform initial diagnosis and troubleshooting for common IT issues (password resets, access issues, basic hardware/software problems). Ensure first call resolution (FCR) wherever possible. Escalate unresolved issues to L2/L3 teams with proper documentation. Monitor and manage tickets to meet SLA/OLA targets. Communicate clearly with end users, providing regular status updates. Maintain knowledge base articles and contribute to continuous improvement
Skill Requirements
Fluent in Georgian and English (spoken and written). Basic understanding of ITIL framework and Service Desk operations. Knowledge of Windows OS, Office 365, network basics, and common enterprise applications. Strong communication and customer handling skills. Ability to work in a 24x7 shift environment (if required). Experience with ITSM tools (e.g., ServiceNow, Remedy) is preferred
Other Requirements
First Call Resolution (FCR) SLA Compliance (Response & Resolution) Customer Satisfaction (CSAT) Ticket Quality & Documentation Average Handling Time (AHT) Acts as the first point of contact for users in the Georgian region. Enhances user experience through localized language support. Drives operational efficiency by reducing escalations and improving resolution times
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.
