Service Desk Analyst

11 hours ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Title: Service Desk Analyst

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.
Requirements:
  • 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.
What We Offer:
  • Competitive salary.
  • Opportunity for career progression.
  • Young and vibrant team environment.
  • Social benefits package.
  • Professional on-boarding and on-going trainings.
Benefits:
  • 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.

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