We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
Are you ready to be an important part of this ever-transformational journey?
At HCLTech Australia, we value the unique perspective and contributions of all individuals and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.
Duration: 6 months Fixed Term Role with possibility of Extension
Service Desk Analyst – L1 (English Language Support)
Role Purpose:
To provide first-level technical support to end users as part of the Global Service Desk, ensuring timely resolution of incidents and service requests in line with defined SLAs and customer experience expectations.
Key Responsibilities:
* Serve as the single point of contact (SPOC) for all IT-related queries via voice, email, and chat channels
* Log incidents and service requests in the ITSM tool with appropriate categorization and prioritization
* Perform initial troubleshooting for issues related to desktops, laptops, applications, network connectivity, and user access
* Resolve L1-level issues within defined SLAs; elevate unresolved issues to L2/L3 teams with proper documentation
* Adhere to standard operating procedures (SOPs), knowledge base articles, and ITIL practices
* Ensure regular follow-ups and updates to users until ticket closure
* Maintain high levels of customer satisfaction (CSAT) through effective communication and ownership
* Contribute to knowledge management and continuous service improvement initiatives
* Strong verbal and written communication skills in English (mandatory)
* Basic technical knowledge of Windows OS, MS Office suite, and enterprise IT environments
* Familiarity with ITSM tools (e.g., ServiceNow, Remedy)
* Understanding of ITIL framework (Incident, Request, and Problem Management)
* Good analytical and troubleshooting skills
* Customer‐centric approach with a focus on quality and responsiveness
* Ability to work in a 24x7 rotational shift environment
Preferred:
* ITIL Foundation certification (good to have)
* Prior experience in a global service desk environment
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.
Candidate Data Privacy Notice: We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. By replying to this email or submitting any personal data to HCL Tech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice.
Contact: garima.si@hcltech.com
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