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

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

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

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

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

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

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📌 Sr Analyst (Chennai)
🏢 HCLTech
📍 Chennai