{"id":3990772,"url":"https://alion.io/job/hcltech-service-desk-analyst","title":"Service Desk Analyst","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-09T20:54:31Z","employer_posted_date":null,"last_verified_at":"2026-11-09T20:54:31Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Job Title: Service Desk Analyst (L1)\nLocation: Chennai & Noida\nExperience: 2+ Years\nEmployment Type: Full-Time\nJob Summary\nWe are seeking a proactive and customer-focused L1 Service Desk Analyst to provide first-level technical support to end users. The ideal candidate will be responsible for handling service requests, troubleshooting hardware and software issues, managing incidents through ticketing tools, and ensuring timely resolution or escalation of issues. Strong communication skills and a customer-centric approach are essential for success in this role.\nKey Responsibilities\nAct as the first point of contact for IT support requests via phone, email, chat, or ticketing tools.\nFilter and manage Help Desk calls, providing initial support and troubleshooting for user issues.\nPerform password resets, printer configuration, software support, and basic break/fix activities.\nLog, track, prioritize, and document incidents and service requests in the ticketing system.\nAnalyze user-reported issues and determine the most effective resolution approach.\nEscalate unresolved incidents to Level 2 and Level 3 support teams as required.\nInstall, configure, and support software applications based on end-user requirements.\nPerform routine system updates, testing, and maintenance activities.\nMonitor incidents and identify trends to recommend preventive measures and process improvements.\nCreate and maintain user guides, knowledge base articles, and support documentation.\nEnsure compliance with IT security policies and best practices.\nDeliver excellent customer service while maintaining SLA commitments.\nRequired Skills\nTechnical Skills\nStrong knowledge of Windows and macOS operating systems.\nExperience in diagnosing and resolving hardware and software issues.\nFamiliarity with ITSM and ticketing tools, preferably ServiceNow.\nBasic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP).\nKnowledge of hardware installation, configuration, and troubleshooting.\nAwareness of IT security principles and best practices.\nExperience supporting office productivity tools and standard enterprise applications.\nSoft Skills\nExcellent verbal and written communication skills.\nStrong customer service orientation.\nAnalytical and problem-solving abilities.\nAbility to work effectively under pressure and handle multiple priorities.\nPatience and professionalism when supporting non-technical users.\nStrong documentation and knowledge-sharing skills.\nTeam player with good collaboration skills.\nQualifications\nBachelor's degree in Computer Science, Information Technology, or a related field (preferred).\nMinimum 2 years of hands-on experience in a Service Desk / IT Support environment.\nExperience working with ServiceNow ticketing tool is mandatory.\nFluency in English, both written and verbal.\nPreferred Certifications\nITIL Foundation Certification\nMicrosoft Fundamentals Certifications\nCompTIA A+ or equivalent technical certification","description_format":"text","description_chars":2951,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-09T23:11:46Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["seen:0","win:early","comp:junior,brand"],"computed_at":"2026-11-10T02:07:33Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-desk-analyst","json_url":"https://alion.io/job/hcltech-service-desk-analyst.json","meta":{"generated_at":"2026-11-10T02:07:33Z","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":4990,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-service-desk-analyst"},{"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-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-desk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3990772}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3990772},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}