Global Service Desk Analyst

4 days ago

Nagpur, Maharashtra, India HCLTech Full time

Analyst would be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which 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

Role & responsibilities

  • Provide hardware / application /software / network problem diagnosis resolution via telephone/chat/web.
  • Monitoring & Management of various IT Infrastructure components for customers end users.
  • Identify, evaluate and prioritize customer problems and escalations.
  • Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities-based adhering on KBs/SOPs/work instructions.
  • Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention's.
  • Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Escalate complex problem to appropriate support specialists.
  • Ready to work in night shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support.
  • Queue Management
  • 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.
  • To update work logs and follow shift/ escalation process and process compliance.
  • Work on value adding activities such Knowledge base update & self-development.

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