Service Desk Analyst

2 hours ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Title: Service Desk Analyst

We are seeking a highly skilled Service Desk Analyst to join our team at HCLTech. As a Service Desk Analyst, you will be the first point of contact for our customers, providing technical support and assistance to resolve their hardware, software, and network-related issues.

Key Responsibilities:
  • Provide technical support and assistance to customers via phone, email, and chat
  • Diagnose and resolve hardware, software, and network-related issues
  • Route complex issues to internal teams for further assistance
  • Coordinate with vendors and support staff to resolve issues
  • Administer and provide user account provisioning
  • Document and manage problems and work requests using the Incident Management System
  • Respond to telephone calls, email, instant messages, and assigned tickets from users
  • Perform user account management activities
  • Escalate complex problems to appropriate support specialists
Requirements:
  • 1-3 years of experience in a Service Desk or technical support role
  • Technical knowledge of Windows Operating Systems, Active Directory, Exchange, and ITSM ticketing tools
  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Preferred certifications: MCP/MSCE/MSCA, HDI CSS, or Cisco certification
What We Offer:
  • Competitive salary and benefits package
  • Opportunity for career progression and professional development
  • Young and vibrant team environment
  • Professional on-boarding and on-going trainings

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.

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