Analyst - English, Arabic, Microsoft Windows
HCLTech
Madurai, Tamil Nadu, IndiaPosted 24 days agoDiscoveredMatch locked
Job Summary
Service Desk L1 (English)
Job Description
A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.
Job Responsibilities
Incident & Request Management • Receive incidents and service requests via phone, email, chat, or ticketing tools. • Log, categorize, and prioritize tickets accurately. • Perform initial diagnosis and troubleshooting. • Resolve first-level issues where possible. • Update users on ticket status. • Ensure all tickets meet SLA requirements. • Follow up on pending tickets. • Escalate unresolved issues to L2/L3 teams with complete documentation. • Monitor assigned queues. • Identify priority and VIP incidents. • Escalate critical issues promptly. User Support • Password resets • Account unlocks • MFA issues • Application Issues • Basic Hardware / Network Troubleshooting • Guiding users through Resolution Steps Customer Service • Deliver professional and courteous support. • Manage user expectations. • Ensure high customer satisfaction (CSAT).
Skill Requirement
- Operating Systems • Microsoft 365 • Active Directory • ServiceNow • Networking Basics • Remote Support Tools • Desktop/Laptop troubleshooting • Printer support • Peripheral device setup
Other Requirement
24 X 7 Global Support across calls, chats, Email, Portal etc.
Not included in the source posting: about the role, benefits.
Who can apply
The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.
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