Service Desk Analyst

3 weeks ago


Southampton, Southampton, United Kingdom HCL Technologies Full time

Job Description:

We are seeking a skilled Service Desk Analyst to join our team at HCL Technologies.

Key Responsibilities:

  1. Identify and diagnose technical issues and problems
  2. Categorize and record reported queries and provide solutions
  3. Support problem identification and resolution
  4. Advise users on appropriate course of action
  5. Monitor issues from start to resolution
  6. Escalate unresolved problems to a higher level of support
  7. Provide essential online security advice and support

Requirements:

  1. Adhere to quality standards, regulatory requirements, and company policies
  2. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT)
  3. Maintain high login Efficiency (Availability) for customers
  4. Provide level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis or resolution
  5. Update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists
  6. Work on value-adding activities such as Knowledge base updates and self-development

Qualifications:

B-Tech

Employee Group: Contract

Entity: INFRA

Contract Clause: This role/position is for contractors which operate via an agency PAYE payroll or via an FCSA accredited umbrella company.

Reporting Manager Designation: GROUP MANAGER

Skill (Primary): DWP-USS-SERVICE DESK



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