Sr Analyst

Chennai, Tamil Nadu

Job Summary

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Positive temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure

Skills for staff include:

- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution

Key Responsibilities

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure

Skills for staff include:

- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting,



Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution

Skill Requirements

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure

Skills for staff include:

- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution

📌 Sr Analyst (India)
🏢 HCLTech
📍 India