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.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Location: Melbourne

We are looking for a customer-focused Service Desk Analyst (Voice Support) to join our IT support team. This role is ideal for someone who enjoys solving technical problems, helping users, and delivering exceptional customer service over the phone.

As the first point of contact for IT support, you will provide technical assistance, troubleshoot issues, and ensure a seamless user experience while meeting service delivery standards.

Key Responsibilities

- Provide professional and timely support via inbound calls.
- Diagnose, troubleshoot, and resolve IT issues related:
- Windows 10/11 and macOS
- Microsoft 365 (Teams, Outlook, OneDrive, SharePoint)
- VPN and network connectivity
- Hardware peripherals and workstation devices

- Log, track,



and manage incidents using ticketing tools such as ServiceNow, Jira, or similar platforms.
- Escalate complex issues to appropriate support teams when required.
- Maintain accurate documentation and contribute to knowledge base improvements.
- Deliver excellent customer service and achieve agreed service levels.

What We're Looking For

1–3 years of experience in a Service Desk, Help Desk, Technical Support, or IT Support role.

Experience supporting:

- Microsoft 365 applications
- VPN and basic networking (TCP/IP, DNS, Wi-Fi)

Experience with ticketing systems such as:

- ServiceNow
- Jira
- Other ITSM platforms

Strong communication and customer service skills.

Ability to work in a fast‑paced environment and handle multiple priorities.

Nice to Have

- ITIL Foundation Certification
- CompTIA A+ / Network+
- Microsoft Certifications

Why Us

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.

Equality & Chance 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, colour, 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 | HCL Technologies

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: 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.

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📌 Service Desk Analyst (Voice Support) (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne