Dear Candidate,

We are hiring for Service Desk L1/ L2 Analyst” role at HCLTech, Nagpur. Please see the below and apply the job in case you find it suitable.

GRADE/ ROLE/ SALARY – As per relevant experience, roles & responsibilities, current or last drawn CTC. To be discussed during the interview.

: Analyst would be responsible for handling L1/ L2 issues reported with the Global Helpdesk, which may include, but not restricted to the following:

- Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information
- Tracking and classifying incoming incidents or service requests, attempting initially solutions
- Provides initial assessment of categorization and prioritization for reported Incidents and
- Service Requests and provides initial support, targeting a higher level of first contact resolution
- Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
- Perform hierarchical escalation to Service Desk Management and Incident Management
- Provide communication to end users concerning the status of Incidents,



Service Requests and Changes
- Compiles data through Incident entry that will be used for management information and reporting
- Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
- Provide input to Service Desk Management regarding Continuous Improvement opportunities
- Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

KEY RESPONSILBITIES:

1. To maintain high login Efficiency (Availability) for customers
2. To resolve tickets within agreed SLA of ticket volume and time
3. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
4. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/ Reopen Cases
5. To update work logs and follow shift/ escalation process and process compliance
6. Work on value adding activities such Knowledge base update & self-development

📌 Service Desk Analyst 1 (Nagpur)
🏢 HCLTech
📍 Nagpur