Analyst (Support & Operations)
HCLTech
Noida, Uttar Pradesh, IndiaPosted 20 days agoDiscoveredMatch locked
Full-time
Job Summary
Service Desk L1 (English)
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 Client Support across multiple channels (Calls , Chats, Emails, Portal etc.)
Not included in the source posting: about the role, benefits.
Who can apply
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