Job description:

1 Job Description of L1 Fresher for USD
Division / Department BPS USD/EIS ICC
Location <>
Job Title L1 (Fresher) Voice and Non Voice
Stream Unified Service Desk/ Integrated Command Center
PRF <>

General Description

Job description for BPS USD/EIS ICC L1 profile for fresher

Responsibilities

Provide hardware / software / network problem diagnosis resolution via telephone/email/chat/web, Monitoring & Management of various IT Infrastructure components for customer s end users
Identify, evaluate and prioritize customer problems and escalations
Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities based adhering on SOPs/work instructions
Responsible for activities relating to the evaluation, analysis, setup of PC-based software products (e.g. word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications), client software & basic network connectivity problems within SLA (If any)
Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention's
Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact
Administer and provide User account provisioning & activities
Assign work orders / incidents to appropriate support teams and follow up until closure.
Route problems to internal 2nd and 3rd level IT support staff
Escalate complex problem to appropriate support specialists
Routine maintenance updates with other IT staff and business units
Initiates, Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Participate in on-going training and departmental development
Ready to work in rotational shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support

Soft Skills

Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE
Should have good customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive HCL s value and its methodology

Other Skills / Experience

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
Ability to learn new information quickly and the willingness to do so at all times
Ability to work flexible hours from time to time to cover for other staff
Should have understanding of IT Environment and ready to learn new processes and technologies
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality

Certification requirements

Knowledge of basic Networking and other technologies
Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Good to have basic understanding of Client Server Architecture, OS
CCNA/MCP/MSCA Preferred







Education requirements

Total: 3-4 years of University education post High school (BCA, B.Sc. or Diploma IT / CS / ECE)
55% throughout in academics
No current backlogs
Current year pass out

Terms & Conditions

Willing to sign Service agreement (As applicable)