Service Desk Analyst

HCLTECH

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in UK

Fluent in English and

Position-1 - French + English

Position 2 - German + English

Position -3 - Italian + English

Poasition -4 - Spanish + English

Job Summary:

The Service Desk Analyst L1 provides support for incident resolution and requests reported by Client. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding use of applications, software, hardware & infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

We are for four Multi-lIngual language as following:

Position-1 - French + English

Position 2 - German + English

Position -3 - Italian + English

Poasition -4 - Spanish + English

Job Role and Responsibilities:

1. Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
2. Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.
3. Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
4. Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
5. Perform customer call backs as required.
6. Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
7. Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
8. Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
9. Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool
10. Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
11. Providing refreshers to new members onshore and offshore
12. Managing and Providing support to different LOB’s during requirement
13. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
14. Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria:

1. Strong Oral and Written communication skills in all the languages required and known.
2. Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
3. Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
4. Experience with ServiceNow Ticketing System
5. Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
6. Bachelor’s degree in computer science or a similar field, IT Diploma holders are also preferred.

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit – www.hcltech.com