What are the responsibilities and job description for the SENIOR ANALYST position at HCL Technologies?
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
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.
(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
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.
