Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Others, India

Skills: Incident management, Service Now, Splunk, network configuration, network security

Job Summary
Have Knowledge in Monitoring and Tools Hands on with Incident management and have knowledge on Ticketing tool such as Service Now. Proficiency in Monitoring tools like Splunk for real time monitoring. Focuses on basic troubleshooting and monitoring. Should have basic understanding and knowledge on network configuration and security.

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.

📌 Analyst Support & Operations Mumbai
🏢 HCL Technologies
📍 Mumbai