Service Desk Analyst

Service Desk Analyst (L1 Support)

Job Summary

Provide first-level IT support for hardware, software, network, and application issues. Manage incidents, service requests, user accounts, and ensure timely resolution while delivering excellent customer service.

Key Responsibilities

• Provide technical support via phone, email, chat, and remote tools.
• Troubleshoot hardware, software, Windows OS, and network issues.
• Log, track, and resolve tickets using ITSM tools.
• Manage user accounts, access requests, and password resets.
• Escalate complex issues to higher support teams.
• Support desktops, laptops, printers, VPN, and Microsoft Office applications.
• Maintain documentation and knowledge articles.
• Collaborate with internal teams and vendors to resolve issues efficiently.

Required Skills

• 2-3 years of IT Helpdesk/Service Desk experience.
• Knowledge of Windows OS, Active Directory, Exchange, and Microsoft Office.
• Experience with ITSM tools (Remedy, ServiceNow, HP Service Center, etc.).
• Strong troubleshooting, communication, and customer service skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Bachelor's Degree/Diploma in IT or related field.
• ITIL Foundation, MCSA/MCSE, HDI, or Cisco certifications preferred.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.