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Analyst
Job Description
Analyst
Job Summary
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Location: New Jersey
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Project role: Analyst
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Qualification: B-Tech
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Experience: 0-2.5 Years
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Skills: SERVICE DESK
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No. of positions: 4
Job description:
Service Desk Job Description
About Role - The Service Desk Analyst L1 provides support for incident resolution and requests reported by BMS Employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware & infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.
Job Role and Responsibilities:
Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.
Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
Provide client with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
Perform customer call backs as required.
Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
Hands on experience on ServiceNow/SNOW/Remedy/ any ITSM tool
Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
Providing refreshers to onshore and offshore new members
Managing and Providing support to different LOB s during requirement
Eligibility Criteria:
Effective Oral and Written communication skills
Should have 1-3 Years of work experience in IT Technical Support / Service Desk will be preferred.
Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues.
Experience with ServiceNow Ticketing System
ITIL V3\\V4 will be an added advantage.
Open to work in 24 7 Work Environment with rotational Shifts and Week-Offs
Bachelor s degree in computer science or a similar field
- 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 or Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
- To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update and self development.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.