Senior Analyst - English, Arabic, Microsoft… at HCLTech · Lucknow

Job Summary

The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives.

Job Description : Key Performance Indicators (KPIs)\
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SLA Compliance\
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First Call Resolution (FCR)\
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Average Resolution Time\
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Customer Satisfaction (CSAT)\
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Ticket Backlog Management\
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Knowledge Base Contribution\
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Escalation Reduction Rate

Key Responsibilities

Job Responsibilities : Incident & Request Management Act as the first point of contact for users via phone, email, chat, and self-service portals. Log, classify, prioritize, and resolve incidents and service requests accurately. Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues. Monitor ticket queues to ensure SLA compliance and timely resolution. Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure. Handle Major Incident communications and business escalations when required. [Employee C...1 agent JD | Word], [🚨 Hiring:...proactive | Viva Engage], [Incident M...escription | Word] Technical Support Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms. Perform password resets, account unlocks, software installations, and permission management. Diagnose network connectivity, printer, and endpoint-related issues. Utilize ITSM tools such as ServiceNow for ticket management and reporting. [Service_De...quirements | Word], [🚨 Hiring:...proactive | Viva Engage] Team Leadership & Quality Coach and mentor junior Service Desk Agents. Conduct ticket quality reviews and provide feedback. Assist supervisors in workload balancing and queue management. Participate in knowledge-sharing sessions and team training initiatives. Support shift handovers and operational governance activities. [Incident M...escription | Word] Process Improvement Maintain and update knowledge base articles and troubleshooting guides. Identify recurring issues and recommend automation or permanent fixes. Participate in Problem Management and Root Cause Analysis activities. Drive First Call Resolution (FCR) and customer satisfaction improvements

Skill Requirements

Technical Skills Windows 10/11 Administration Microsoft 365 / Outlook Active Directory & Azure AD ServiceNow or similar ITSM tools VPN & Remote Access Support Basic Networking (TCP/IP, DNS, DHCP) Remote Support Tools Incident, Problem & Change Management awareness Soft Skills Excellent verbal and written communication Strong customer service orientation Analytical and problem-solving abilities Leadership and mentoring capability Time management and multitasking Stakeholder management and escalation handling

Other Requirements

Experience 4–7 years of experience in IT Service Desk / Technical Support. Experience handling priority incidents and business-critical users. Working knowledge of ITIL processes preferred. Qualifications Bachelor's degree in Computer Science, Information Technology, or relevant field. ITIL Foundation Certification preferred. ServiceNow certification is an added advantage