Bangalore, Karnataka
Job Summary

- Managing Service-now GAM queue for requests and incidents.
- Creation, modification and updating users account via unified service management tool.
- Provisioning Admin rights on users PC via CyberArk.
- Provisioning additional access services such as VPN, Pushmail and Internet access.
- Access management of network share drives.

Creation, modification and updating Active Directory (AD) access groups; Security and Distributions AD groups.

- Liaising with vendor for vendor specific requests.
- Liaising/Following-up with users for approvals and update on request status via email, chat and phone.
- Participating in the team to complete Ad-hoc/bulk tasks.
- Propose Knowledge Base articles and bridging the Knowledge GAP.
- SLA adherence of all Incident tickets and Request Tasks for closure
- 24X7 operations with rotational Shifts.

**Mandatory to work from office for all recent joiners as per company policy.

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.

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📌 Sr Analyst (Bengaluru)
🏢 HCLTech
📍 Bengaluru