It Service Desk Analyst

Position Requirements

• MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
• MUST have a Great Customer Handling Skills
• Good Probing Skills and demonstrated Empathy skills
• Customer Service Orientated
• Highly self-motivated and directed
• Capable of Multitasking in a high pace environment, effectively and efficiently
• Ability to learn new information quickly and the willingness to do so at all times
• Build rapport and elicit issue details from end users
• Ability to absorb and retain information quickly
• Create Incident or Service Request tickets, logging all pertinent Information
• Utilize the Knowledgebase / SOPs to respond accurately and effectively to requests or issue
• Experienced in resolving end user incidents and requests
• Close the ticket when users are satisfied with the solution provided
• Document notes in each ticket or update worklogs
• Proper Categorization of tickets as per CTI
• Tracking and classifying incoming incidents or service requests, attempting initially solutions
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
• Update end users concerning the status of Incidents, Service Requests, and Changes
• Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs
• Follow the escalation process
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Follow the shift hand-over process
• Achieve the targets set based on the standard KPI / Customer Metrics
• Adheres to the organization's internal policies and procedures including shift schedule
• Should be ready to work in 24 / 7 work environment
• Must be willing to work onsite
• Can drive company value and its methodology
• Complies to regulatory requirements Â

Qualification

Years of Experience

Experienced Employees specializing in Technical & Helpdesk / ServiceDesk Support or equivalent.

Technical Knowledge & Skills

Drive your experience with #HCL Technologies and receive the following Benefits :

Providing 'Best in Class' services to end users for issues they are facing.

Supporting end users via Phone Calls.