Note: Candidates must be eligible to work in the UK.
Fluent in English and must have a valid driving licence.
Shift based Role
* The shift timings for these candidates will be either 10:00 AM to 6:00 PM or 11:00 AM to 7:00 PM local time.
* Parking slots will be available free of charge for those who plan to drive to work. However, electric car owners may incur charging fees.
* The onsite canteen offers a variety of subsidised food options, including hot meals, sandwiches, and salads.
Job Summary
The Service Desk Analyst Level 1 provides support for incident resolution and requests reported by clients. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware and infrastructure components. The analyst will collect information through customer conversations, probe, access support tools, and, if needed, engage additional support teams. Problems beyond the analyst’s scope are resolved by engaging other support teams in a timely manner.
Job Role and Responsibilities
* Perform technical support to clients via telephone, chat, emails, or self‑service tickets across all geographies.
* Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks for incidents and requests, ensuring 100% compliance with internal policies and procedures.
* Provide hardware and software support to users, including application support for MS Office, Citrix, VPN, SCCM, Amazon Workspaces, etc.
* Provide clients with a first‑level resolution where possible, leveraging standard operating procedures or work instructions.
* Perform customer callbacks as required.
* Provide remote solutions to problems, explain the solutions in a user‑friendly manner.
* Build knowledge articles or flag the need for new content when existing articles are unavailable.
* Take ownership of tickets/requests and communicate with customers regularly to ensure speedy resolution.
* Have hands‑on experience with ServiceNow, Remedy, or other ITSM tools.
* Meet service‑level agreements such as response time, resolution time, ASA (Average Speed of Answering), AHT (Average Handling Time), and CSAT (Customer Satisfaction).
* Provide refresher training to new members offshore and onshore.
* Manage and provide support to different lines of business as required.
* Have a basic understanding of DHCP, DNS, IP addressing, subnetting, and of fixing Wireless LAN and Ethernet desktop configuration issues.
* Have knowledge of mobile operating systems such as iOS, iPadOS and Android.
Eligibility Criteria
* Strong oral and written communication skills in all required native languages.
* 1–5 years of experience in IT technical support or service desk preferred.
* Excellent knowledge and experience troubleshooting Windows, iOS, Android OS issues; basic skill on macOS.
* Experience with ServiceNow ticketing system.
* Open to working in a 24×7 environment with rotational shifts and week‑offs.
* Bachelor’s degree in computer science or a related field; IT diploma holders also preferred.
* A supportive, diverse, and global team.
* Competitive compensation and benefits, including up to 20 days of vacation per year, term life and business travel insurance, in addition to statutory benefits.
* For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
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