Description
We are currently hiring for the position of Senior Analyst at HCL Tech. Join our dynamic team and contribute to the success of our projects. Check out the details below:
About
HCL Tech is a leading global IT services company, and we are at the forefront of innovation, providing cutting-edge solutions to our clients worldwide. Join us and be a part of our journey towards excellence.
Responsibilities
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer end-users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff for problem resolution.
- Administer and provide user account provisioning.
- Use the Incident Management System to document and manage problems, work requests, and resolutions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users.
- Assign work orders/incidents to appropriate support teams and follow up until closure.
- Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Provide level 1 remote desktop support and perform other activities based on SOPs.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Responsible for activities related to the evaluation, analysis, and setup of PC-based software products.
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- Train users and operators on a limited basis and write training procedures.
- Participate in ongoing training and departmental development.
- Provide routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer of EUC operations.
Eligibility Criteria
- Qualification: B-Tech
- Experience: 0-2.5 Years
- Skills: Service Desk
- Number of positions: 1
Job Type
- Analyst
- Full Time
Location
- Hyderabad