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Service Desk Analyst

2 months 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 responsible for providing technical support to our customers via phone, email, and chat.

Key Responsibilities:
  • Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
  • Administer and provide user account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
  • Respond to telephone calls, email, instant messages, and assigned tickets from users; assign work orders/incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
  • 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 (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • 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 may 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 the following:
  • Windows Operating systems.
  • Clients: Windows 7, Windows Vista, Windows XP, Windows 2000.
  • Servers: Windows 2000, Windows 2003, Windows 2008.
  • Knowledge of Active Directory, Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision.
  • Internet browsers (e.g., Explorer, Chrome, Firefox).
  • VPN and remote dial-in users.
  • Support for laptop, desktops, and printers.
  • PDA and BlackBerry support.
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills:
  • Excellent communication and conversation skills (verbal and written).
  • Good documentation skills.
  • Good working knowledge of MS OFFICE (including MS Project and Visio).
  • Should have a great customer-handling skills.
  • Able to handle unforeseen situations.
  • High level of acceptance.
  • Can drive HCL's value and its methodology.
Other Skills/Experience:
  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
  • Personal dedication to providing high-quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Customer Focus.
  • Teamwork.
  • Technical Expertise.
  • Interpersonal Effectiveness.
  • Concern for Order and Quality.
Years of Experience:

1-3 years of Service desk, voice customer service, and support experience with problem-solving involving hardware, software, and networks.

Certification Requirements:
  • Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification.
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.
Education Requirements:
  • Total: 3-4 years of university education post High school (B.Sc. or Diploma).
  • Bachelors/Masters/Equivalent.
  • Background check: Successful completion of a pre-employment background check.

We offer a 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 that include up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
  • 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 like-minded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
  • To know more about us visit –