Service Desk Analyst (Voice Support) | 24x7 Rotational Shifts

About the Company

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.

About the Role

We are seeking a customer-oriented and technically proficient Service Desk Analyst (Voice) to join our IT support team. In this role, you will be the voice of IT, answering incoming support calls from internal employees or external clients. Your primary focus will be to diagnose, troubleshoot, and resolve hardware, software, and network issues over the phone, ensuring a high level of first-contact resolution (FCR) and a seamless user experience.

Key Responsibilities

1. Inbound Voice Support & Incident Management

1. Answer incoming support calls promptly and professionally, maintaining a calm and helpful demeanour.
2. Actively listen to users to accurately capture, diagnose, and triage technical issues.
3. Log all interactions accurately in the IT Service Management (ITSM) ticketing tool (ServiceNow, Jira), ensuring detailed notes on symptoms and troubleshooting steps taken.

2. Technical Troubleshooting & Resolution

1. Provide first-level (L1) technical support for Microsoft Windows/macOS, Microsoft 365 apps, VPN, active directory (password resets, account lockouts), and enterprise software.
2. Troubleshoot basic hardware connectivity issues (printers, docking stations, peripherals).
3. Achieve or exceed targeted First Contact Resolution (FCR) rates by utilizing knowledge-base articles and standard operating procedures (SOPs).

3. Ticket Escalation & Lifecycle Management

1. Escalate complex issues to Tier 2/3 engineering or specialized teams when standard troubleshooting steps do not resolve the issue, providing a warm handoff.
2. Follow up on open tickets to ensure users are updated on resolution progress according to established Service Level Agreements (SLAs).

4. Communication & Documentation

1. Translate complex technical concepts into simple, easy-to-understand language for non-technical users.
2. Contribute to the team knowledge base by identifying gaps in documentation or suggesting updates to existing troubleshooting guides.

Role Requirements

Education & Experience

1. Degree/Diploma: High school diploma required; bachelor’s degree in computer science, Information Technology, or a related field is preferred.
2. 1–3 years of experience in a technical support role, ideally within an inbound call centre or enterprise help desk environment.

Technical Skills

1. Proficiency with enterprise operating systems (Windows 10/11 and/or macOS).
2. Familiarity with Active Directory / Azure AD (user management, password resets).
3. Experience supporting Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint).
4. Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).
5. Experience using an enterprise ticketing tool (ServiceNow, Zendesk, Jira, etc.).

Soft Skills & Core Competencies

1. Exceptional verbal communication skills: Clear pronunciation, active listening, and a professional phone etiquette.
2. Empathy and patience: The ability to handle frustrated or anxious users with tact and professionalism.
3. Problem-solving mindset: Strong analytical skills to troubleshoot ambiguous technical issues methodically over the phone.
4. Time management: Ability to manage call handling time (AHT) effectively while ensuring quality resolution.

Preferred Certifications (Plus, but not required)

* ITIL 4 Foundation

* CompTIA A+ / Network+

* Microsoft Certified: Modern Desktop Administrator Associate ## Work Environment & Shifts

* This role predominantly involves wearing a headset and sitting/standing at a desk for extended periods handling high call volumes.

• * This position required working in 24/7 rotational shifts, including nights, weekends, and holidays

Why HCL

• We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees.
• Our company is extremely diverse with 165 nationalities represented.
• We offer the opportunity to work with colleagues across the globe.
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
• We offer comprehensive benefits for all employees.
• We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

How to apply

To apply for this role, you should have a full work right to work in Australia. Press "Apply now" button to submit your resume or send your updated CV to me on: ***email_hidden***

HCL's enlightened approach to employee development focus on giving people whatever they need to succeed: be it a virtual assistant or talent transformation sabbaticals; expert guidance or fast track growth; inner peace or democratic empowerment.

Candidate Data Privacy Notice | HCL Techn

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. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, 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