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 recent phone, changing authenticator to new 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 circumventions.
• 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.

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