Noida, Uttar Pradesh
Job Summary

Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner\r\n Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled\r\n Providing first level support on Desktops, Peripherals, and Office automation products.\r\n Troubleshooting Applications and Operating Systems, VPN, Active Directory\r\n Conduct Anti-Virus updates / workstation scans as per EPO reports\r\n Providing First-Call Resolution to issues faced by end users (Incidents)\r\no Customer engagement over phone & help resolve incidents over phone\r\n Execution of Service Requests (which can be catered to remotely)\r\n Route/Assign tickets to the appropriate support group, if necessary.\r\n Identifying and escalating high-severity, priority issues \r\n Updating Pending Tickets with timely, accurate, accurate updates\r\n Research/looking-up required information from available resources to handle end user issues, requests or queries\r\n Following-up with end users, if necessary, for closure of pending tickets\r\n Following-up with other support groups, if necessary,



for closure of pending tickets (tracking of ageing tickets)\r\n Following-up with end-users for providing C-SAT feedbacks \r\n Creating and Uploading KB Articles in the Knowledgebase\r\n Adhering to defined Service Levels\r\n Adhering to established policies & procedures of the Service Desk and the Client organization (BACI)\r\n Producing reports as required by the Service Desk Manager, from time to time.\r\n

Key Responsibilities

NA

Skill Requirements

Should be a graduate\r\n Should have around 7-12 Years of IT Exposure \r\n Should have experience in troubleshooting the Desktop, Laptops, & Peripherals\r\n Should be able to troubleshoot on Standard Applications, Windows Operating System and proprietary applications for which Knowledge articles are available etc.\r\n Should have good inter-personal and communication skills with the ability to deal with users at all levels in an organization \r\n• Customer Service Soft Skills - Active listening, Taking Ownership, Treating the customer with courtesy. Demonstrate respect for the customer and professionalism.\r\n\r\n Proactive thinking\r\n Ability to meet deadlines and work well under pressure\r\n

Other Requirements

NA

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📌 Senior Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India