Help Desk Technician

HCLTech is seeking a Service Desk Analyst to provide first-level technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. The ideal candidate will have strong customer service skills, experience supporting enterprise desktop environments, and the ability to troubleshoot technical issues efficiently while maintaining a high level of customer satisfaction.

• Provide hardware, software, and network troubleshooting and resolution via phone, email, chat, and remote support tools.
• Respond to incoming calls, emails, instant messages, and service tickets from end users.
• Log, track, document, and manage incidents and service requests using IT Service Management (ITSM) tools.
• Diagnose and resolve technical issues through user interaction, system logs, research, problem isolation, and testing.
• Escalate complex issues to appropriate Level 2 and Level 3 support teams and monitor progress through resolution.
• Assign incidents and work orders to the appropriate support groups and follow up until closure.

• Create, modify, and disable user accounts in Active Directory.
• Administer Exchange mailboxes and distribution lists.
• Perform user account provisioning and access management activities.

• Support laptops, desktops, printers, and peripheral devices.
• Troubleshoot client software issues and basic network connectivity problems.
• Provide support for VPN connectivity and remote access users.
• Assist with mobile device support, including smartphones and other handheld devices.
• Support Microsoft Office applications and other standard desktop software.

• Maintain accurate documentation of incident resolutions, configurations, standards, and procedures.
• Develop and update knowledge base articles and troubleshooting guides.
• Ensure proper knowledge transfer of End User Computing (EUC) operations and support processes.
• Coordinate with vendors and internal support teams to resolve technical issues.
• Participate in routine maintenance activities and system updates.
• Attend ongoing technical and professional development training.
• Train users on basic system functionality and support procedures as required.
• Identify, prioritize, and address customer issues to improve service delivery and user satisfaction.

• Bachelor's Degree, Associate Degree, Diploma, or equivalent education in Information Technology, Computer Science, or a related field.
• Typically 3–4 years of university education after high school (B.Sc. or Diploma preferred).

• 2–3 years of experience in an IT Help Desk, Service Desk, Technical Support, or Customer Service environment.
• Experience providing phone-based technical support in a help desk or call center setting.
• Experience troubleshooting hardware, software, and network-related issues.

• Active Directory administration.
• Microsoft Exchange.

• Remedy
• HP Service Center
• Peregrine Service Center
• Other ITSM/Ticketing platforms

• Bomgar
• Web Ex
• SMS
• Live Meeting
• Windows Native Remote Tools

• VPN and remote access solutions
• Printer support
• Adobe Acrobat
• Strong verbal and written communication skills.
• Disciplined and systematic problem-solving abilities.
• Ability to work in a fast-paced service desk environment.
• Strong organizational and multitasking skills.
• Ability to prioritize workload and meet service level agreements (SLAs).
• Team-oriented with…