What are the responsibilities and job description for the Service Desk Analyst position at HCLTech?
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 environment.
Qualifications
BS graduation with 1 year of minimum IT Service Desk and / or Call Centre experience required
An ITIL qualification is preferable but not essential
MCP / N / A certification would be desirable
Requirements
Excellent communication skills and telephone manner.
Excellent organizational skills
Incident Management experience – Managing incidents including business expectations and communication
Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
Self-motivated achiever who gains satisfaction from providing excellent customer service
Min : 35K - Max : 57K
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
