Service Desk Analyst L1

3 days ago

Nagpur, Maharashtra, India HCLTech Full time ₹ 2,00,000 - ₹ 6,00,000 per year

ROLES AND 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 rotational 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.

PREFERRED CANDIDATE PROFILE :

Analyst would be responsible for handling L1/ 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

  • Front Desk

    1 week ago

    Nagpur, Maharashtra, India Skill Lab Service Full time ₹ 1,50,000 - ₹ 3,00,000 per year

    Greetings from Glad to recommend you as Front Desk In NagpurJob Title: Front Desk ( Four wheeler Showroom )Experience Required: Minimum 0 to 3yrs Four Wheeler showroomLocation :- NagpurKey Responsibilities:Greet and welcome all showroom visitors in a professional and courteous manner.Attend to walk-in customers and guide them to the appropriate sales or...

  • Front Desk Executive

    2 weeks ago

    Nagpur, Maharashtra, India Infitech Human Resources Service Pvt. Ltd. Full time ₹ 2,40,000 - ₹ 3,00,000 per year

    Kindly contact and share your up-to-date resume **Aarti Job Summary:A Front Desk Executive is responsible for greeting visitors, answering phones, managing correspondence, maintaining organized office areas, and providing administrative supportResponsibilities:Greet clients and visitors with a positive, helpful attitude.Assisting clients in finding their way...

  • Personal Assistant

    1 week ago

    Nagpur, Maharashtra, India NAGPUR JOB DESK Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company DescriptionNAGPUR JOB DESK is a business and process-driven company specializing in human resource consulting and leveraging deep industry and functional expertise. We provide talent-building resources to strengthen organizational skill sets and support companies in achieving their business goals and transformation objectives. Based in central India,...

  • Ather Showroom For the position of Service Adviser at Nagpur

    1 week ago

    Nagpur, Maharashtra, India Skill Lab Service Full time ₹ 84,000 - ₹ 42,00,000 per year

    Greetings from Glad to recommend you as Service Adviser at Ather ShowroomJob Title: Service adviser in ( two wheeler Showroom )Experience Required: Minimum 2–5 Two Wheeler showroomLocation :- NagpurKey Responsibilities:Greet customers and understand their service/repair requirements.Prepare accurate job cards and explain estimated costs and...

  • SOC Analyst L3

    1 week ago

    Nagpur, Maharashtra, India RootSecured Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    We are seeking an experienced SOC Analyst L3 with strong expertise in SIEM and SOAR solutions (FortiSIEM, QRadar, Qualys, or similar platforms). The candidate will be responsible for designing, deploying, managing, and optimizing SIEM/SOAR solutions at our SOC Centre and client locations. This role also includes providing technical leadership, guiding L1 and...

  • Front Desk Receptionist

    3 weeks ago

    Nagpur, Maharashtra, India, Maharashtra Kritika Finance Services LLP Full time

    Company Description We suggest you enter details here. Role Description This is a full-time on-site role for a Front Desk Receptionist located in Nagpur. The Front Desk Receptionist will be responsible for greeting and assisting visitors, answering and directing phone calls, performing clerical duties, managing appointments, and providing exceptional...

  • Networking Managed Services Engineer

    15 hours ago

    Nagpur, Maharashtra, India NTT DATA Global Delivery Services Ltd Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Networking Managed Services Engineer (L2) Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong...

  • Business Analyst

    1 week ago

    Nagpur, Maharashtra, India Nitika Pharmaceutical Specialities Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    KPI dashboards, performance insights Ensure consistent adoption and reporting through Zoho apps CRM, Analytics, Books, Projects, Desk, etc.Zoho dashboards across CRM, Inventory, Books, and Projects reflect up-to-date, decision-ready insights Required Candidate profileCollaborate with MD on preparation of annual/quarterly budgets, investment proposals, and...

  • Buiness Analyst

    3 days ago

    Nagpur, Maharashtra, India Harrier Information Systems Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Dear Candidates,This could be a better career opportunity Harrier Information Systems is looking for a"Business Analyst"Job Location:- Nagpur (Work from Office)Experience: - 4 to 6 yearsShift Timings: - EST Shift 4:30 PM to 12:30 AMCompany Profile:Harrier is a fast-growing, digital transformation services Company focused on helping clients globally with...

  • Lead Business Analyst

    1 week ago

    Nagpur, Maharashtra, India HCL Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    LEAD BUSINESS ANALYST Skill (Primary) Microsoft Dynamics (APPS)-MsD-General-Technical-Business Analysis Location Nagpur Job Family Product / Domain Consulting Job Description (Posting). About HCLTech HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital,...