Sr Analyst

Lucknow, Uttar Pradesh

Job Summary

SD
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
Able to recognize situational trends and call team and management attention to them
1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
Troubleshoot basic network and VPN issues
Escalate unresolved calls to next level
Log all calls in the Service Desk Call Logging system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles




Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide supporting stats for the weekly Service Desk report on call trends
Generating support documentation to assist staff with requests for information & provide input for staff training as required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
Blackberry and Smart Phone account management and provision
Flexibility to work in a 24x7 work setting.

Key Responsibilities

SD

Skill Requirements

SD

Other Requirements

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📌 Sr Analyst Lucknow (India)
🏢 HCLTech
📍 India