We Are Hiring For Service Desk Profile at HCL Technology Nagpur

HCL Technology

Job Description – Service Desk L1:

Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this 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 Responsibilities Areas:

• To maintain high login Efficiency (Availability) for customers

• To resolve tickets within agreed SLA of ticket volume and time

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies

• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases

• Experience

  0 - 6 Years

• No. of Openings

  8

• Education

  B.B.A, B.C.A, B.Com, B.E, B.Sc, Any Bachelor Degree

• Role

  Desktop Support

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office