Service Desk Analyst 1

Dear Candidate,

We are hiring for Service Desk L1/ L2 Analyst” role at HCLTech, Nagpur. Please see the below job description and apply the job in case you find it suitable.

GRADE/ ROLE/ SALARY – As per relevant experience, roles & responsibilities, current or last drawn CTC. To be discussed during the interview.

JOB DESCRIPTION: Analyst would be responsible for handling L1/ L2 issues reported with the Global Helpdesk, which may include, but not restricted to the following:

• Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information
• Tracking and classifying incoming incidents or service requests, attempting initially solutions
• Provides initial assessment of categorization and prioritization for reported Incidents and
• Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
• Perform hierarchical escalation to Service Desk Management and Incident Management
• Provide communication to end users concerning the status of Incidents, Service Requests and Changes
• Compiles data through Incident entry that will be used for management information and reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

KEY RESPONSILBITIES:

1. To maintain high login Efficiency (Availability) for customers
2. To resolve tickets within agreed SLA of ticket volume and time
3. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
4. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/ Reopen Cases
5. To update work logs and follow shift/ escalation process and process compliance
6. Work on value adding activities such Knowledge base update & self-development