Analyst/Senior Analyst | HCLTech
The Digital Path Forward

Analyst/Senior Analyst

Roles and Responsibilities: 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. To maintain high login Efficiency (Availability) for customers. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. Work on value adding activities such Knowledge base update & self-development.

Technical and Professional Expertise

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users 

  • Route problems to internal 2nd and 3rd level IT support staff. 

  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. 

  • Administer and provide User account provisioning.

  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. 

  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. 

  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs 

  • Perform user account management activities 

  • Escalate complex problem to appropriate support specialists 

  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) 

  • Troubleshoot client software and basic network connectivity problems 

  • Identify, evaluate and prioritize customer problems and complaints 

  • May train users and operators on a limited basis and/or may write training procedures • Participate in on-going training and departmental development 

  • Routine maintenance updates with other IT staff and business units 

  • Provide all required documentation including standards, configurations and diagrams • Provide knowledge transfer of EUC operations 

  • Make sure to follow and maintain all defined applicable service levels 

  • Should contribute to update / usage of Knowledge Articles Technical Requirements 

  • Phone support experience necessary. 

  • Technical helpdesk or technical call centre experience is necessary. 

  • Disciplined, systematic problem-solving skills required. 

  • Hands-on work experience with the following: 

  • Windows Operating systems 

  • Clients: Windows10. Knowledge on MAC (Good to have) 

  • Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. 

  • ITSM ticketing tools such as Remedy, HP Service Center, Service Now 

  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists 

  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools • Knowledge of Clinical apps like Cerner

  • Internet browsers (e.g. Explorer, Chrome, Firefox), 

  • VPN and remote dial-in users 
  • Support for laptop, desktops, and printers 

  • Smartphone Support - iPhone and Android 

  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills 

  • Can fluently communicate, read, and write in English to a minimum standard of C1 (“Effective operational proficiency or advanced”) based on Common European Framework of Reference for Languages; 

  • Excellent communication and conversation skills (Verbal and Written) 

  • Good documentation skills 

  • Should have a great customer handling skills 

  • Able to handle unforeseen situations 

  • High level of acceptance 

  • Drive and determination

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