{"id":2393113,"url":"https://alion.io/job/hcltech-analyst-support-operations-10","title":"Analyst (Support & Operations)","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-12T21:52:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T05:59:21Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary\nService Desk Analyst Job Description\nJob Summary\nWork with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.\nWork with clients directly over the phone and using remote software.\nMonitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.\nProactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.\nInput into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.\nEssential Duties and Responsibilities\nServe as the first point of contact for customers seeking technical assistance over the phone or chat\nPerform remote troubleshooting through diagnostic techniques and pertinent questions\nDetermine the best solution based on the issue and details provided by customers\nWalk the customer through the problem-solving process\nDirect unresolved issues to the next level of support personnel\nProvide accurate information on IT products or services\nRecord events and problems and their resolution in logs\nFollow-up and update customer status and information\nPass on any feedback or suggestions by customers to the appropriate internal team\nIdentify and suggest possible improvements on procedures\nSkills and Abilities\nPhone support experience necessary.\nITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management\nTechnical helpdesk experience is necessary.\nDisciplined, systematic problem solving skills required.\nHands-on work experience with the following:\no Windows Operating systems\no Clients: Windows7, Windows 10\no Servers: Windows 2003, Windows 2008,\no Knowledge of Active Directory, Exchange\nITSM ticketing tools Service Now\nUser account creation for Active Directory, Exchange Mailboxes, Distribution lists\nRemote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools\nMS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.\nInternet/Edge browsers (e.g. Explorer, Chrome, Firefox).\nVPN and remote dial-in users\nSupport for laptop, desktops, and printers\nPDA and MDM support\nOthers: Adobe Acrobat and other common desktop applications like Winzip, etc\nEducation / Expertise\nCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.\nAt least 2-year prior experience with Systems Integrator or Managed Services Provider is a must\nExperience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)\nExperience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)\nIntermediate to Advanced skills encompassing:\no Microsoft Server and Desktop OS troubleshooting skills across all current versions\no Microsoft Office 365 troubleshooting and configuration skills\no Network (fundamental) troubleshooting skills\no Office 365 support\nKey Responsibilities\nService Desk Analyst Job Description\nJob Summary\nWork with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.\nWork with clients directly over the phone and using remote software.\nMonitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.\nProactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.\nInput into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.\nEssential Duties and Responsibilities\nServe as the first point of contact for customers seeking technical assistance over the phone or chat\nPerform remote troubleshooting through diagnostic techniques and pertinent questions\nDetermine the best solution based on the issue and details provided by customers\nWalk the customer through the problem-solving process\nDirect unresolved issues to the next level of support personnel\nProvide accurate information on IT products or services\nRecord events and problems and their resolution in logs\nFollow-up and update customer status and information\nPass on any feedback or suggestions by customers to the appropriate internal team\nIdentify and suggest possible improvements on procedures\nSkills and Abilities\nPhone support experience necessary.\nITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management\nTechnical helpdesk experience is necessary.\nDisciplined, systematic problem solving skills required.\nHands-on work experience with the following:\no Windows Operating systems\no Clients: Windows7, Windows 10\no Servers: Windows 2003, Windows 2008,\no Knowledge of Active Directory, Exchange\nITSM ticketing tools Service Now\nUser account creation for Active Directory, Exchange Mailboxes, Distribution lists\nRemote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools\nMS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.\nInternet/Edge browsers (e.g. Explorer, Chrome, Firefox).\nVPN and remote dial-in users\nSupport for laptop, desktops, and printers\nPDA and MDM support\nOthers: Adobe Acrobat and other common desktop applications like Winzip, etc\nEducation / Expertise\nCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.\nAt least 2-year prior experience with Systems Integrator or Managed Services Provider is a must\nExperience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)\nExperience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)\nIntermediate to Advanced skills encompassing:\no Microsoft Server and Desktop OS troubleshooting skills across all current versions\no Microsoft Office 365 troubleshooting and configuration skills\no Network (fundamental) troubleshooting skills\no Office 365 support\nSkill Requirements\nService Desk Analyst Job Description Job Summary\nWork with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.\nWork with clients directly over the phone and using remote software.\nMonitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.\nProactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.\nInput into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities\nServe as the first point of contact for customers seeking technical assistance over the phone or chat\nPerform remote troubleshooting through diagnostic techniques and pertinent questions\nDetermine the best solution based on the issue and details provided by customers\nWalk the customer through the problem-solving process\nDirect unresolved issues to the next level of support personnel\nProvide accurate information on IT products or services\nRecord events and problems and their resolution in logs\nFollow-up and update customer status and information\nPass on any feedback or suggestions by customers to the appropriate internal team\nIdentify and suggest possible improvements on procedures Skills and Abilities\nPhone support experience necessary.\nITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management\nTechnical helpdesk experience is necessary.\nDisciplined, systematic problem solving skills required.\nHands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange\nITSM ticketing tools Service Now\nUser account creation for Active Directory, Exchange Mailboxes, Distribution lists\nRemote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools\nMS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.\nInternet/Edge browsers (e.g. Explorer, Chrome, Firefox).\nVPN and remote dial-in users\nSupport for laptop, desktops, and printers\nPDA and MDM support\nOthers: Adobe Acrobat and other common desktop applications like Winzip, etc Education / Expertise\nCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.\nAt least 2-year prior experience with Systems Integrator or Managed Services Provider is a must\nExperience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)\nExperience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)\nIntermediate to Advanced skills encompassing: o Microsoft Server and Desktop OS troubleshooting skills across all current versions o Microsoft Office 365 troubleshooting and configuration skills o Network (fundamental) troubleshooting skills o Office 365 support\nOther Requirements\nService Desk Analyst Job Description Job Summary\nWork with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.\nWork with clients directly over the phone and using remote software.\nMonitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.\nProactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.\nInput into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities\nServe as the first point of contact for customers seeking technical assistance over the phone or chat\nPerform remote troubleshooting through diagnostic techniques and pertinent questions\nDetermine the best solution based on the issue and details provided by customers\nWalk the customer through the problem-solving process\nDirect unresolved issues to the next level of support personnel\nProvide accurate information on IT products or services\nRecord events and problems and their resolution in logs\nFollow-up and update customer status and information\nPass on any feedback or suggestions by customers to the appropriate internal team\nIdentify and suggest possible improvements on procedures Skills and Abilities\nPhone support experience necessary.\nITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management\nTechnical helpdesk experience is necessary.\nDisciplined, systematic problem solving skills required.\nHands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange\nITSM ticketing tools Service Now\nUser account creation for Active Directory, Exchange Mailboxes, Distribution lists\nRemote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools\nMS Office Suite (2016): MS-Wor...","description_format":"text","description_chars":13102,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-12T21:52:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":14,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-analyst-support-operations-10","json_url":"https://alion.io/job/hcltech-analyst-support-operations-10.json","meta":{"generated_at":"2026-10-14T09:52:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11194,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-analyst-support-operations-10"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-analyst-support-operations-10"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-analyst-support-operations-10"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-analyst-support-operations-10\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-analyst-support-operations-10"}]}