Level 1 Analyst IT Help Desk

As an IT services provider, HCL provides custom software development, product engineering, and consulting services to Fortune 1000 companies in a variety of industries. HCL is a $6.7 billion IT services company with over 111,092 professionals operating across 31 countries and is growing at 14% year‑over‑year in revenues. There are around 10,000 employees in the U.S. under the HCL America Inc. branch of HCL.

Role: IT Help Desk Support

Location: Cary, NC

Duration: Fulltime / Perm with HCL America

Role

Summary:

Provide first‑line support for IT service requests and incidents, ensuring timely resolution in line with defined service level agreements.

• Accept and register service calls.
• Classify service calls according to the specified options.
• Execute first‑attempt resolution of service calls.
• Refer the service call to the appropriate resolution owner support group.
• Track the progress of an owned service call throughout its lifecycle to ensure resolution within the agreed SLA and update records as necessary.
• Escalate to appropriate management when thresholds are violated.
• Close service calls.
• Communicate status of service calls internally or externally, as defined by the SLA.
• Report on service calls.
• Communicate response times for dispatched tickets to customers.
• Ensure adherence to SLA across the entire service request process.
• Execute service requests such as setting up NT/Outlook accounts per SLA.
• Process and send IT reports.

• 2–6 years of IT support experience.
• Customer‑focused, empathetic, and diplomatic with strong interpersonal skills.
• Clear verbal and written communication skills (English). Good writing techniques.
• Team player and disciplined, systematic problem‑solving mindset.
• Comfortable working under stress and handling remote access issues.
• Basic technical knowledge of business processes and organization units.
• Familiarity with active directory, Exchange 2003/2007, and Windows operating systems.
• Experience with ITSM ticketing tools such as Remedy, HP Service Center, and Peregrine Service Center.
• Experience with remote desktop connectivity applications (SMS, Bomgar, Web Ex, Live Meeting, Windows native tools).
• Working knowledge of Windows operating systems:
  Windows 7, Vista, XP, 2000; servers:
  Windows 2000, 2003, 2008.
• Microsoft Office Suite proficiency (Word, Excel, PowerPoint, Outlook, Project, Visio).
• Experience with Office 365, Office 2016, VPN, remote dial‑in users, laptop, desktop, and printer support.
• Support for PDA and Black Berry and common desktop applications such as Adobe Acrobat and Win Zip.
• Open availability and flexibility to work a 24/7 schedule.

All information will be kept confidential according to EEO guidelines.