Analyst (Support & Operations)

Chennai, Tamil Nadu

Job Summary

Service Desk - English - Lead/L2

Key Responsibilities

24/7 project support - Lead a team and manage escalations - Attending Desktop hardware and software related issues - OS and software installation and troubleshooting - Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets. - Software installation, configuration and troubleshooting for end users. - - Manage project related activities including task scheduling, risk and issues - - Work with other technical teams to ensure effective coordination - - Use the incident management system to document and their respective resolution - Respond to telephone calls,



emails and assigned tickets from users - Improves and maintains customer and employee satisfaction - Monitoring and maintaining SLA requirements - 24/7 project support - Lead a team and manage escalations - Attending Desktop hardware and software related issues - OS and software installation and troubleshooting - Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets. - Software installation, configuration and troubleshooting for end users. - - Manage project related activities including task scheduling, risk and issues - - Work with other technical teams to ensure effective coordination - - Use the incident management system to document and their respective resolution - Respond to telephone calls, emails and assigned tickets from users - Improves and maintains customer and employee satisfaction - Monitoring and maintaining SLA requirements

Skill Requirements

Service Desk L2 experience, English Communication, ITIL Process

Other Requirements

Problem Solving and Client Interaction skills

📌 Analyst (Support & Operations) (India)
🏢 HCLTech
📍 India