What are the responsibilities and job description for the SENIOR ANALYST position at HCL Technologies?
IT Service Desk Job Description:
1. First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
2. Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
3. Issue Resolution: Determine the best solution based on the issue and details provided by users.
4. Escalation: Direct unresolved issues to the next level of support personnel.
5. Documentation: Record events, problems, and their resolutions in logs.
6. Follow-Up: Follow up with users to ensure their issues are fully resolved.
7. Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.
8. Improvement: Identify and suggest possible improvements on procedures.
Requirements:
1. Experience: Proven experience as a help desk technician or other customer support role.
2. Technical Knowledge: Good understanding of computer systems, mobile devices, and other tech products.
3. Problem-Solving Skills: Ability to diagnose and resolve basic technical issues.
4. Communication Skills: Excellent communication skills, both verbal and written.
5. Customer Service: Customer-oriented and patient to deal with difficult customers.
6. Education: BSc/BA in IT, Computer Science, or a relevant field is often preferred[1][2].
Technical Skills:
1. Troubleshooting: Ability to diagnose and resolve technical issues efficiently.
2. Knowledge of IT Systems: Familiarity with various operating systems, software applications, and hardware.
3. Networking Basics: Understanding of network configurations, protocols, and security.
4. Remote Support Tools: Proficiency in using remote desktop applications and help desk software.
Soft Skills:
1. Communication: Clear and effective verbal and written communication skills to explain technical issues to non-technical users.
2. Customer Service: Strong customer service orientation to handle user inquiries and complaints patiently and professionally.
3. Problem-Solving: Analytical skills to identify the root cause of issues and find effective solutions.
4. Time Management: Ability to prioritize tasks and manage time effectively to handle multiple requests.
Interpersonal Skills:
1. Empathy: Understanding and addressing user concerns with empathy and patience.
2. Teamwork: Ability to work collaboratively with other IT professionals and departments.
3. Adaptability: Flexibility to adapt to changing technologies and user needs.
Additional Skills:
1. Documentation: Keeping accurate records of issues and solutions for future reference.
2. Continuous Learning: Willingness to stay updated with the latest technology trends and advancements.
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) 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. (5.) 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. (6.) Work on value adding activities such Knowledge base update & self development.
1. First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
2. Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
3. Issue Resolution: Determine the best solution based on the issue and details provided by users.
4. Escalation: Direct unresolved issues to the next level of support personnel.
5. Documentation: Record events, problems, and their resolutions in logs.
6. Follow-Up: Follow up with users to ensure their issues are fully resolved.
7. Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.
8. Improvement: Identify and suggest possible improvements on procedures.
Requirements:
1. Experience: Proven experience as a help desk technician or other customer support role.
2. Technical Knowledge: Good understanding of computer systems, mobile devices, and other tech products.
3. Problem-Solving Skills: Ability to diagnose and resolve basic technical issues.
4. Communication Skills: Excellent communication skills, both verbal and written.
5. Customer Service: Customer-oriented and patient to deal with difficult customers.
6. Education: BSc/BA in IT, Computer Science, or a relevant field is often preferred[1][2].
Technical Skills:
1. Troubleshooting: Ability to diagnose and resolve technical issues efficiently.
2. Knowledge of IT Systems: Familiarity with various operating systems, software applications, and hardware.
3. Networking Basics: Understanding of network configurations, protocols, and security.
4. Remote Support Tools: Proficiency in using remote desktop applications and help desk software.
Soft Skills:
1. Communication: Clear and effective verbal and written communication skills to explain technical issues to non-technical users.
2. Customer Service: Strong customer service orientation to handle user inquiries and complaints patiently and professionally.
3. Problem-Solving: Analytical skills to identify the root cause of issues and find effective solutions.
4. Time Management: Ability to prioritize tasks and manage time effectively to handle multiple requests.
Interpersonal Skills:
1. Empathy: Understanding and addressing user concerns with empathy and patience.
2. Teamwork: Ability to work collaboratively with other IT professionals and departments.
3. Adaptability: Flexibility to adapt to changing technologies and user needs.
Additional Skills:
1. Documentation: Keeping accurate records of issues and solutions for future reference.
2. Continuous Learning: Willingness to stay updated with the latest technology trends and advancements.
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) 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. (5.) 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. (6.) Work on value adding activities such Knowledge base update & self development.
Senior Data Analyst
HCL Technologies -
Brazil, IN
