Description
HCL Technologies is a global IT services and consulting company that provides a range of services, including IT consulting, enterprise transformation, remote infrastructure management, engineering, and R&D services. As a leading player in the technology industry, HCL Tech offers exciting opportunities for fresh graduates to kickstart their careers.
About
A leading company in the field of End User Computing (EUC), located in Noida, is seeking a qualified professional for the role of Senior Analyst. The company specializes in providing top-notch Service Desk solutions, and they are looking for a dynamic individual to join their team.
Responsibilities
In the role of Senior Analyst in the EUC SBU division, you will be responsible for the following:
- Provide diagnosis and resolution for hardware, software, and network problems via telephone/email/chat for end-users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff involved in problem resolution.
- Administer and provide user account provisioning.
- Use the Incident Management System to document and manage problems, work requests, and their respective resolutions.
- Respond to telephone calls, emails, 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.
- Evaluate, analyze, and set up PC-based software products.
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in ongoing training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer.
Eligibility Criteria
- B-Tech Graduate
Job Type
- Senior Analyst
- SERVICE DESK
Experience
- 0-2.5 Years
Location
- Noida, India