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Service Desk Analyst
2 months ago
We are seeking a highly skilled Service Desk Analyst to join our team at HCLTech. As a Service Desk Analyst, you will be the first point of contact for our customers, providing technical support and resolving issues in a timely and professional manner.
Key Responsibilities:- Provide technical support via phone, email, and chat to customers experiencing hardware, software, and network issues.
- Route complex issues to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff to resolve issues.
- Administer and provide user account provisioning.
- Document and manage problems and work requests using the Incident Management System.
- Respond to telephone calls, email, instant messages, and assigned tickets from users.
- Diagnose and resolve problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or write training procedures.
- Participate in on-going training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer of Service Desk operations.
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with Windows Operating systems, clients, servers, Active Directory, Exchange, ITSM ticketing tools, user account creation, remote desktop connectivity applications, MS Office Suite, internet browsers, VPN, and remote dial-in users.
- Soft skills: excellent communication and conversation skills, good documentation skills, good working knowledge of MS OFFICE, and customer handling skills.
- Competitive salary.
- Opportunity for career progression.
- Young and vibrant team environment.
- Social benefits package.
- Professional on-boarding and on-going trainings.
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances, and statutory benefits.
- Great opportunities to make the role your own, upskill yourself, and get involved with exciting projects.
- Total Wellbeing is our focus, alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion.
