Position - Service Desk Analyst
Required Experience: 6 months to 1 year
Duties & Responsibilities:
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
- To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update and self-development.
- 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 or Reopen Cases.
Technical skills required:
- Basic understanding in Windows Operating systems, Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Servers: Windows 2000, Windows 2003, Windows 2008,
- Basic knowledge of Active Directory, Exchange 2003/2007 ·
- Basic understanding of ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center ·
- Basic understanding of User account creation for Active Directory, Exchange Mailboxes and Distribution lists.
Interested candidates may apply at sajini.mudalige@hcl.com
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