TECHFull-time
Service Desk Analyst
DELHI NCR (IN)ONSITEPOSTED: 9/14/2026
TECHFull-time
HIRING ORGANIZATIONHCLTECHInformation Technology (IT) Services and Consulting
ROLE OVERVIEW
Join HCLTech as a Service Desk Analyst in Noida to support international voice and non-voice operations. Resolve escalated technical tickets, troubleshoot applications and systems, and deliver exceptional CSAT within strict SLAs.
ROLE DEFINITION & RESPONSIBILITIES
- •Maintain high efficiency in handling escalated calls from L1 team
- •Resolve tickets within agreed SLA of ticket volume and resolution time
- •Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies
- •Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT)
- •Update worklogs and follow shift escalation protocols and process compliance
- •Handle all ticket queues efficiently to drive timely case closures
Reporting Hierarchy: Reports to Service Desk Manager / Team Lead • IT Service Desk Operations Team
* Role responsibilities and qualifications synthesized based on industry benchmark standards.
QUALIFICATIONS & REQUIREMENTS
REQUIRED QUALIFICATIONS
- Excellent communication skills with international voice support experience
- Hands-on experience in mobility applications and desktop/system troubleshooting
- Strong experience troubleshooting Outlook, VPN, Citrix, and VDI related issues
- In-depth knowledge of MS Office / Office 365 (O365)
PREFERRED QUALIFICATIONS
- •Prior experience in the Telecom domain
- •Knowledge of ticketing systems and SLA management frameworks
- •Familiarity with ITSM best practices
REQUIRED VERIFIED SKILLS
Customer support
Troubleshooting
Ticketing
SLA
CSAT
International Voice
VPN
Citrix
VDI
MS Office 365
Outlook
COMPENSATION & REWARDS
Salary: Competitive / Disclosed upon candidate shortlisting
Benefits: Health insurance; Provident Fund (PF); Paid leave; Certification and technical training programs
Compensation aligns with competitive industry benchmarks for international technical service desk analysts in Noida/NCR.
ORGANIZATION CONTEXT & CULTURE
HCLTech is a global technology company, home to more than 220,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI.
TEAM SIZE: 100,000+ employees
INDUSTRY: Information Technology (IT) Services and Consulting
Culture: Fosters an environment of continuous learning, technical innovation, customer satisfaction, and operational excellence.
EXPECTED CAREER ROADMAP
Service Desk Analysts can progress into L2/L3 Senior Technical Support roles, Service Desk Team Lead, Incident Manager, or transition into Cloud & System Administration paths.
APPLICATION ADVISORY
Emphasize your international voice experience, active phone support background, and specific troubleshooting skills in Citrix, VPN, and O365 on your resume.
READY TO SUBMIT?
Verify your capability profile and matching credentials before submitting direct applications.