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

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

• 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