Service Desk Analyst
3 weeks ago
Job Description:
We are seeking a skilled Service Desk Analyst to join our team at HCL Technologies.
Key Responsibilities:
- Identify and diagnose technical issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification and resolution
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate unresolved problems to a higher level of support
- Provide essential online security advice and support
Requirements:
- Adhere to quality standards, regulatory requirements, and company policies
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT)
- Maintain high login Efficiency (Availability) for customers
- Provide level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis or resolution
- Update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists
- 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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