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

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

• 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