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 seeking a customer-oriented and technically proficient Service Desk Voice Analyst to join the IT support team based out of Melbourne. The role acts as the first point of contact for users calling the Service Desk, with a strong focus on retail store support, incident triage, L1.5 troubleshooting, call quality, and first contact resolution. The analyst will support store team members, distribution centres, corporate users, and third-party support groups by diagnosing and resolving technology issues that can impact store trading, customer experience, and day-to-day retail operations.

Retail focus: This position requires a practical understanding of store operations, priority handling for trading-impacting incidents, and the ability to guide store users through POS, peripherals, access, network, and application issues over voice channels.

Key Responsibilities

1. Inbound Voice Support and Incident Management

· Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach.

· Actively listen to users to accurately capture symptoms, business impact, urgency, affected location, affected device, and user contact details.

· Log all interactions accurately in the ITSM tool, such as ServiceNow or Jira, including call notes, troubleshooting performed, categorisation, priority, assignment group, and next actions.

· Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems.

· Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA requirements.

2. L1.5 Technical Troubleshooting and Resolution

· Provide L1 and L1.5 troubleshooting for Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access, and enterprise applications.

· Perform Active Directory and Azure AD support activities such as password reset, account unlock, group membership validation, MFA checks, and user access verification as per approved procedures.

· Troubleshoot store technology issues including POS terminals, handheld devices, printers, scanners, registers, EFTPOS/payment peripherals, docking stations, monitors, and basic cabling/connectivity checks.

· Support store operations by guiding users through standard checks, reboot sequences, service validations, device mapping,



printer queue checks, basic network checks, and knowledge article driven fixes.

· Use knowledge base articles, SOPs, scripts, and known error records to maximise first contact resolution and reduce avoidable escalations.

· Recognise patterns across calls and raise potential major incident signals where multiple Supermarkets, applications, or infrastructure components appear impacted.

3. Retail Store Support and Operations Awareness

· Understand the operational sensitivity of retail store incidents.

· Provide clear, step-by-step guidance to store team members who may have limited technical experience and may be under time pressure during peak trading periods.

· Differentiate between single-user, single-device, single-store, multi-store, and enterprise-impacting incidents to support accurate triage and escalation.

· Capture the relevant details and work closely with resolver groups supporting store infrastructure, applications, network, telephony, endpoint, identity, and field services teams.

· Support shift handover by highlighting open store-impacting issues, aged incidents, repeated call drivers, and any priority events requiring follow-up.

4. Ticket Escalation and Lifecycle Management

· Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff.

· Maintain ownership of user communication even after escalation by providing timely updates according to SLA and operational procedures.

· Monitor assigned queues, follow up on pending tickets, chase missing information, and ensure tickets are updated with accurate status and resolution notes.

· Contribute to effective incident lifecycle management by ensuring incidents are not left unactioned, duplicated, misrouted, or missing critical information.

5. Communication, Quality and Documentation

· Translate technical concepts into simple, easy-to-understand language for non-technical users across Supermarkets, distribution centres, support offices, and vendor teams.

· Maintain strong phone etiquette, transparent pronunciation, active listening, empathy, and professional call control while balancing AHT and quality outcomes.

· Document troubleshooting steps, resolution outcomes, escalation notes, error messages, screenshots references, and user communications accurately in the ticket.

· Identify knowledge gaps, repeated call drivers, and unclear documentation, then suggest updates to knowledge articles or SOPs.

· Follow ITIL-aligned practices for incident management, request fulfilment, escalation, major incident awareness, and service restoration.

Role Requirements

Education and Experience

· High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred.





· 2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment.

· Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded.

· Exposure to ITIL incident, request, escalation, SLA, and knowledge management practices is desirable.

Technical Skills

· Proficiency with Windows 10/11 and/or macOS support in an enterprise environment.

· Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks, and basic group membership support.

· Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and SharePoint.

· Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting.

· Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms.

· Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred.

· Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately.

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 positive 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 & 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, 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: 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”.

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