Are you an experienced IT support professional looking to grow with a global technology leader? HCLTech is hiring for the Service Desk Analyst role at its Noida location. This opportunity under the HCLTech Recruitment 2026 drive is ideal for graduates with 1 to 5 years of experience in international voice support and technical troubleshooting. Join one of India’s leading IT services companies and deliver high-quality remote support to global clients.
About HCLTech
HCLTech is a global technology company that helps enterprises transform their businesses for the digital era. With a strong focus on innovation and its “Relationship Beyond the Contract” philosophy, HCLTech delivers services across software, infrastructure, and engineering. The company offers a dynamic work environment that promotes learning, collaboration, and global exposure.
Job Overview
| Category | Details |
|---|---|
| Role | Service Desk Analyst |
| Location | Noida, Uttar Pradesh |
| Experience | 1 – 5 Years |
| Qualification | Any Graduate |
| Key Skills | ServiceNow, Windows OS, International Voice |
Job Description & Responsibilities
As a Service Desk Analyst, you will provide Level 1 technical support through phone, email, and chat. Your primary responsibility will be to diagnose and resolve issues related to hardware, software, and network connectivity while meeting defined SLA timelines.
You will focus on achieving First Call Resolution (FCR), managing ticket volumes efficiently, and maintaining accurate documentation using tools like ServiceNow. The role requires strong English communication skills as you will support international clients.
Performance will be evaluated based on key metrics such as login efficiency, Average Handling Time (AHT), and Customer Satisfaction (CSAT). You will also contribute to internal knowledge bases and follow quality monitoring standards.
Key Responsibilities
- Provide Level 1 support for Windows OS, MS Office, and network-related issues
- Handle incidents via phone, email, and chat channels
- Maintain FCR targets and manage AHT effectively
- Document all incidents and service requests in ServiceNow
- Escalate complex issues to Level 2/Level 3 teams when required
- Ensure high-quality communication for international voice support
- Deliver excellent customer experience to maintain high CSAT scores
- Work in rotational shifts to support 24/7 global operations
Skills & Eligibility
- Education: Graduation in any stream (B.E, B.Tech, B.Sc, B.Com, BCA preferred)
- Experience: 1 to 5 years in technical support or service desk roles
- Communication: Strong spoken and written English (mandatory for international voice support)
- Technical Skills: Knowledge of Windows OS, Remote Desktop tools, and MS Office
- Tools: Experience with ticketing tools such as ServiceNow
- Certification: ITIL Foundation is preferred but not mandatory
- Soft Skills: Problem-solving ability and capability to work under pressure
Selection Process
- Voice/Versant Assessment
- Technical Interview (troubleshooting-based)
- HR Interview
How to Apply
Candidates who meet the eligibility criteria can apply online through the official HCLTech careers portal. Make sure your resume highlights your experience with ticketing systems, international voice support, and technical troubleshooting.
Apply here: https://www.linkedin.com/jobs/view/4403301097/
Frequently Asked Questions
1. Is this role open to freshers?
This position is primarily for candidates with at least 1 year of experience in technical support or international voice processes.
2. What do FCR and AHT mean?
FCR (First Call Resolution) refers to resolving an issue during the first interaction. AHT (Average Handling Time) is the average duration of a support interaction.
3. What is the job location?
The role is based in Noida, Uttar Pradesh.
4. Are rotational shifts required?
Yes, the role involves rotational shifts to support global clients across different time zones.
