Associate

3 days ago

Chennai Tamil Nadu, India HCL Technologies Full time

**Associate**:

- Chennai
- 2.5-5 Years
- INDIA

**Job Description (Posting).**
- IT Service Desk Agent L2\
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Location: Chennai, India\
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Key Responsibilities:\
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Provide Level 2 support for end user computing issues, including hardware, software, and network-related problems.\
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Respond to and resolve service requests and incidents in a timely manner, ensuring adherence to SLAs.\
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Perform remote troubleshooting and diagnostics to identify and resolve technical issues.\
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Maintain accurate records of all service requests and incidents in the ticketing system.\
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Assist in the deployment and configuration of end user devices, including desktops, laptops, and mobile devices.\
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Provide support for software installations, updates, and patches.\
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Conduct regular follow-ups with end users to ensure issues are resolved to their satisfaction.\
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Participate in the development and maintenance of knowledge base articles and documentation.\
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Stay up-to-date with the latest trends and technologies in end user computing.\
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Qualifications:\
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Bachelor\\'s degree in Computer Science, Information Technology, or a related field.\
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Minimum of 3 years of experience in an IT service desk or end user computing support role.\
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Strong knowledge of Windows client operating systems.\
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Experience with remote troubleshooting tools and techniques.\
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Familiarity with IT service management frameworks such as ITIL.\
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Excellent communication and interpersonal skills.\
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Ability to work independently and as part of a team.\
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Strong problem-solving skills and attention to detail.\
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Willingness to work in a 24/7 support environment.\
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Preferred Qualifications:\
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Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.\
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Experience with service desk ticketing systems such as ServiceNow.\
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(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

**Qualification**
- B-Tech

**No. of Positions**
- 1

**Skill (Primary)**
- DWP-USS-SERVICE DESK

**Auto req ID**
- 1515605BR

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