HTC Global Services
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Hyderabad · On-site · 16 hours ago
Information Technology Support Services · 10000+ Employees · Troy, US
HTC Global Services offers information technology (IT) services to customers in a wide range of industries. The company specializes in such areas as application development, integration, and reengineering, software testing, enterprise content management, business intelligence, and IT infrastructure management. It also sells business process automation software for such functions as content management, claims processing, and tax accounting. Founded in 1990, HTC serves customers worldwide in industries that include automotive, manufacturing, education, health care, financial services, insurance, publishing, and retail.
Hiring: Engineering, Customer support and operations
What employees say
+ The Presales department is flexible and can help with your career growth
− Other benefits apart from Salary are not great
More reviews on the company profile.
Interview experience · Data Engineer
The interview process typically includes an **HR screening**, followed by **technical rounds** covering SQL, PySpark, ADF, Databricks, and data engineering concepts. Next is a **project discussion and scenario-based roun
Average difficulty · Bengaluru · 226 reports
More interview insightsJob description
Overview
The Technical Analyst is the first point of contact for hospital staff calling with hardware, software, network and account issues. The role resolves issues at first contact where possible and routes the rest to the right resolver team with complete information.
Responsibilities
- Handle inbound calls, chats and emails from hospital employees on IT issues.
- Troubleshoot desktops, laptops, printers, peripherals and mobile devices.
- Support Windows OS, Microsoft 365 (Outlook, Teams, OneDrive) and standard business applications.
- Resolve account issues: password resets, account unlocks, MFA and access requests.
- Perform basic network troubleshooting for VPN, Wi-Fi and connectivity issues.
- Log, categorise and prioritise every contact in the ticketing tool (e.g. ServiceNow) with clear notes.
- Escalate unresolved issues to L2 and resolver groups as per the support matrix.
- Follow up on open tickets and keep callers informed until closure.
- Use and contribute to knowledge base articles.
- Meet KPIs including first contact resolution, average handle time, quality and CSAT.
Qualifications
- Role Summary
- The Technical Analyst is the first point of contact for hospital staff calling with hardware, software, network and account issues. The role resolves issues at first contact where possible and routes the rest to the right resolver team with complete information.
- Working knowledge of Windows 10/11, Microsoft 365 and Active Directory.
- Basic understanding of networking (IP, DNS, VPN, Wi-Fi).
- Experience with a ticketing tool such as ServiceNow, Remedy or Jira Service Management.
- Clear spoken and written English, with a neutral accent suitable for US callers.
- Calm, structured approach to troubleshooting under time pressure.
- ITIL Foundation certification.
- Prior experience supporting a US healthcare client.
- Any graduate; a degree or diploma in IT or Computer Science is preferred
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Job application FAQ
Last updated 9 November 2026
- How do I apply for Service Desk Analyst – Technical (US Voice) at HTC Global Services?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. HTC Global Services may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Service Desk Analyst – Technical (US Voice) role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Service Desk Analyst – Technical (US Voice) remote or on-site in Hyderabad, Telangana?
- This listing is marked on_site with location Hyderabad, Telangana. Confirm details on the job description before applying.
- What skills matter for this Service Desk Analyst – Technical (US Voice) role at HTC Global Services?
- Key skills for this role include skills listed in the job description. Upload a resume to see which requirements you already meet and which are gaps.