Analyst (Support & Operations)

Key Responsibilities

• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL Track Lead / Team Lead.
• Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
• Troubleshooting technical issues.
• Ensuring that the IT processes are adhered to.
• Building and configuring PCs and laptops as well as loading software, setting up applications like Outlook, Wi‑Fi, VPN and backup; providing setup and troubleshooting for printer/fax/copier/RF gun or phone equipment in offices.
• Tracking work tickets on ITIL‑based ticketing system such as Service Now.
• Diagnosing and solving hardware/software issues, including troubleshooting network connectivity problems.
• Performing repairs on computers, laptops, printers and any other authorized peripheral equipment.
• Coordinating with IT vendors and ensuring the site is up and running.
• Driving critical issues at site with the larger HCL team to ensure timely resolution with minimal downtime.
• Improving and maintaining customer and employee satisfaction.
• Performing asset‑inventory activities as needed.
• Creating documentation for processes and procedures of day‑to‑day work; creating KB articles.
• Break‑fix, troubleshooting and resolving software issues; reimaging computers/hard drives, etc.
• Providing frontline customer support, including hardware and software troubleshooting and diagnosis.

Additional Responsibilities

• May need to travel to other sites based on demand and requirements.
• On‑call requirement for P1/urgent issues outside regular support hours (local business hours).
• Handling operations and customer requirements as per process and agreed SOW.
• Possible rotational shift.

Skill Requirements

• Minimum 7 years hands‑on dedicated experience as deskside/on‑site support/local IT engineer.
• Strong Microsoft operating‑system installation skills (Win10 / macOS X) and troubleshooting ability.
• Strong experience in providing hands‑and‑feet support for network and datacenter equipment/devices; strong knowledge of macOS and building mac machines, and pushing applications via mac servers.
• Strong experience troubleshooting MS Office and Office 365 (Outlook, Word, Excel, PowerPoint, etc.).
• Strong desktop‑support knowledge including hardware, software, and networking concepts.
• Strong skills in hardware‑level concepts on desktops, laptops, notebooks, printers, and handhelds.
• Good knowledge of iOS, Android OS, and rugged devices (tablets and iPads).
• Knowledge of Windows image‑build process and SCCM deployments.
• Good knowledge of handling RF scanners and industry‑level label printers (Zebra, etc.).
• Good hand‑on knowledge of OT technology such as PLCs and manufacturing plant IT.
• Experience handling managed print services and corporate/network printers.
• Good understanding of audio/video equipment and conference‑room setup.
• Understanding of user‑account creation for Active Directory, Exchange mailboxes, and distribution lists.
• Remote‑desktop connectivity application knowledge (SMS, Bomgar, WebEx, LiveMeeting, Windows native tools, etc.).
• Troubleshooting and assisting end users with mobile‑device setup, activation, and performance issues (handheld – Android & iOS).
• Strong customer‑service skills.
• Excellent communication and conversation skills (verbal and written) and good documentation skills.
• Ability to handle unforeseen situations.
• High level of acceptance.
• Knowledge of ITIL ticketing tools such as Service Now, BMC Remedy, etc., and ITIL concepts such as change, problem, incidents, and request tickets.

Benefits

• Personal time off
• Maternity and paternity benefits
• Access to skills/higher‑education programs/resources
• Discounts on products and services via Benefit Box
• Participation in CSR programs and living 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.

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