Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Noida, India

Skills: hardware problem diagnosis, software problem diagnosis, network problem diagnosis, Mitel Phone, Wifi, software distribution, print driver installation, user account management, Incident Management System

Job Summary
Role specific responsibilities:
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat to end users
• DL Creation, Modification, Owner Changes, Member changes
• Mitel Phone – forward number to cell
• Wifi – Connecting to guest
• Software Distribution – push software, remove software
• Print Driver Installation, help installing new printer from printerlogic
• Cell Phone Upgrade – Help setting up new phone, changing authenticator to current phone
• User accounts – extend vendor access with mgr approval; pw reset help;
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution.
• Perform user account management activities




• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• 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 on-going 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 of EUC operations.

Approval History
Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

📌 Analyst (Support & Operations) (Noida)
🏢 HCL Technologies
📍 Noida