Service Desk Analyst

2 weeks ago

Dublin Pike, Ireland HCLTech Full time

Overview We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering capabilities centered around digital, engineering, cloud, and AI.
HCLTech is a globally recognized leader in the Tech and IT industry with an idea-first mindset. We want you to find your spark to drive you to be better and more fulfilled.
Candidate should have valid authorization to work in Ireland.
Responsibilities This role will be responsible for providing Level 1 Service Desk support to end users, with a focus on laptop enrollment, basic troubleshooting, and resolving user calls related to IT services.
Demonstrate strong communication skills, fundamental technical knowledge, and a commitment to customer satisfaction.
Qualifications 0–2 years of experience in IT service desk or technical support roles.
Basic understanding of laptop hardware/software configurations.
Familiarity with network connectivity basics (Wi-Fi, LAN, VPN).
Ability to enroll and support user devices as per organizational standards.
Experience logging and tracking incidents via a ticketing system.
Working knowledge or experience with BMC Remedy or any similar ticketing tools is required.
Proven ability to communicate effectively with end users and internal teams in English.
Mandatory Skills Good understanding & knowledge of Windows Operating systems (Windows 7, 10, 11) and general troubleshooting steps.
Good understanding of IT security, ITIL, and compliance issues related to endpoint management.
Excellent communication and customer service skills in English.
Ability to guide users through common technical issues.
Basic understanding of networking concepts (IP, DNS, DHCP).
Hands-on experience with enrolling laptops or endpoint devices.
Good to Have Exposure to ITIL framework or similar service management practices.
Familiarity with service desk tools like ServiceNow, Remedy, or equivalent.
Understanding of Active Directory, remote access tools, or MDM (Mobile Device Management) solutions.
A supportive, diverse and global team with a brilliant culture.
Competitive compensation and benefits (benefits details are governed by internal policy and applicable law).
Opportunities to upskill and participate in exciting projects.
Wellbeing-focused programs and communities within the company (CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion, etc.).
Employment details Seniority level: Entry level
Employment type: Contract
Job function: Information Technology and Customer Service
Industries: IT Services and IT Consulting

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