Sr Analyst

Job Description

Sr Analyst

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Position Summary: The IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 - 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk We are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers. Roles and Responsibilities: • Maintaining current service standards and procedures for service delivery • Supervising other members of the service delivery team • Maintaining customer relationships and improving response and delivery times • Updating service methods to improve overall efficiency • Resolving service problems and customer complaints • Conducting periodic appraisals of team members and identifying areas for improvement • Creating and presenting regular reports to senior management • Instructing customers on equipment operation, care, and maintenance Key Skills: • Excellent interpersonal and customer service skills • In-depth knowledge of industry best practices and service delivery standards • Strong leadership ability and team spirit • Excellent written and verbal communication skills • Attention to detail • Excellent organisational skills • Problem-solving skills • Working knowledge of ServiceNow • Working knowledge of Windows and MacOS • Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.

Key Responsibilities

Position Summary: The IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 - 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk We are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers. Roles and Responsibilities: • Maintaining current service standards and procedures for service delivery • Supervising other members of the service delivery team • Maintaining customer relationships and improving response and delivery times • Updating service methods to improve overall efficiency • Resolving service problems and customer complaints • Conducting periodic appraisals of team members and identifying areas for improvement • Creating and presenting regular reports to senior management • Instructing customers on equipment operation, care, and maintenance Key Skills: • Excellent interpersonal and customer service skills • In-depth knowledge of industry best practices and service delivery standards • Strong leadership ability and team spirit • Excellent written and verbal communication skills • Attention to detail • Excellent organisational skills • Problem-solving skills • Working knowledge of ServiceNow • Working knowledge of Windows and MacOS • Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.

Skill Requirements

Position Summary: The IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 - 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk We are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers. Roles and Responsibilities: • Maintaining current service standards and procedures for service delivery • Supervising other members of the service delivery team • Maintaining customer relationships and improving response and delivery times • Updating service methods to improve overall efficiency • Resolving service problems and customer complaints • Conducting periodic appraisals of team members and identifying areas for improvement • Creating and presenting regular reports to senior management • Instructing customers on equipment operation, care, and maintenance Key Skills: • Excellent interpersonal and customer service skills • In-depth knowledge of industry best practices and service delivery standards • Strong leadership ability and team spirit • Excellent written and verbal communication skills • Attention to detail • Excellent organisational skills • Problem-solving skills • Working knowledge of ServiceNow • Working knowledge of Windows and MacOS • Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.

Other Requirements

Position Summary: The IT Services Manager requires a minimum of 4 to 6 years of experience owning technical issues and managing a regionally diverse team of 15 - 20 level 1, 1.5, support technicians. 24*7 Operations Help Desk We are seeking technically motivated professionals who specialize in providing support on an enterprise-level system, ranging from Windows 10/11, O365 to Active Directory, SCCM (Software Centre), and related services. The focus is on delivering quality service while meeting all contractual KPIs and SLAs that are aligned with IT support towers. Roles and Responsibilities: • Maintaining current service standards and procedures for service delivery • Supervising other members of the service delivery team • Maintaining customer relationships and improving response and delivery times • Updating service methods to improve overall efficiency • Resolving service problems and customer complaints • Conducting periodic appraisals of team members and identifying areas for improvement • Creating and presenting regular reports to senior management • Instructing customers on equipment operation, care, and maintenance Key Skills: • Excellent interpersonal and customer service skills • In-depth knowledge of industry best practices and service delivery standards • Strong leadership ability and team spirit • Excellent written and verbal communication skills • Attention to detail • Excellent organisational skills • Problem-solving skills • Working knowledge of ServiceNow • Working knowledge of Windows and MacOS • Hands-on experience with products like Trelix Enterprise Security, MS Defender, Bitlocker, CyberArk EPM, Cisco Secure Mobility Client, Nexthink.

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.