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 prospects
Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

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

📌 Service Desk Analyst 1 Nagpur
🏢 HCLTech
📍 Nagpur