Service Desk Analyst (L1) – Entry Level

About the role

HCLTech is looking for a motivated L1 Service Desk Analyst to join its global support team in Finland. You will be the first point of contact for end‑users, handling incidents and service requests across phone, email and chat channels.

Key responsibilities

• Log, categorize, prioritize and document tickets in ServiceNow.
• Perform L1 diagnosis and resolve issues where possible, escalating to resolver groups when required.
• Provide timely updates to users and ensure proper ticket closure.
• Follow approved SOPs, runbooks and knowledge‑transfer guidance.
• Act as a coordinator/validator without owning the underlying systems.

Required profile

• 0–2 years of experience in a Service Desk or similar IT support role.
• Clear, professional English communication and ability to explain technical issues to non‑technical users.
• Calm handling of priority incidents and adherence to SLA‑driven work.
• Comfortable working in a 24x7 global support model.
• Team‑oriented mindset in a multi‑vendor environment.

Required skills

• ServiceNow (or other ITSM tool).
• ITIL awareness (incident, request, escalation processes).
• Strong attention to detail and compliance mindset.

What we offer

• A supportive, diverse and global team with a strong culture.
• Opportunities to upskill, take ownership of the role and work on exciting projects.
• Access to CSR, Diversity, Women Connect and other employee engagement councils.
• Focus on total wellbeing alongside professional development.