Service Desk Analyst
HCLTech
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- Android
- change management
- Firefox
- service desk
- ticketing
- Visio
About the role
HCLTech
Website:
hcltech.com
Job details:
Job Description:
- Work with our Service Desk, Documentation, Remote Monitoring/Management, and all other system software to accept and resolve L1 and L2 service requests, incidents, and problems.
- Work with clients directly over the phone and using remote software.
- Monitor and respond to end user reported incidents and service requests (e.g., desktop and application) as they arise.
- Proactive identification and analysis of issues (including P1 incidents, logs, analysis) and manage problem through to resolution.
Essential Duties and Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or chat
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Skills and Abilities
- Phone support experience necessary.
- ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
- Technical helpdesk experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows 10
- ITSM ticketing tools Service Now
- MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Internet/Edge browsers (e.g., Explorer, Chrome, Firefox).
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- MDM support
- Others: Adobe Acrobat and other common desktop applications
Education / Expertise
- Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.
- At least 1-year prior experience in Service Desk for experienced resources.
- Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
- Intermediate to Advanced skills encompassing:
- Desktop OS troubleshooting skills across all current versions
- Microsoft Office 365 troubleshooting and configuration skills
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