Sr Analyst

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Excellent conversation skills, Good documentation skills, Positive working knowledge of MS OFFICE, MS Visio, Customer handling skills, Technical Expertise, Interpersonal Effectiveness, Concern for Order and Quality

Job Summary
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities
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.
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 / Reopen Cases.
To maintain high login Efficiency (Availability) for customers.
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.




Work on value adding activities such Knowledge base update & self development.

Skill Requirements
Excellent communication and conversation skills (Verbal and Written) - English
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive HCL’s value and its methodology

Other Requirements
· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
· Ability to integrate as a cross-functional, team player in a quick-paced setting where all information is shared.
· Ability to learn new information quickly and the willingness to do so at all times.
· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
· Customer Focus
· Teamwork
· Technical Expertise
· Interpersonal Effectiveness
· Concern for Order and Quality

📌 Sr Analyst Noida
🏢 HCL Technologies
📍 Noida