Sr Analyst

Job Summary

Job Description for EUC Service Desk Analyst\\r\\n \\r\\n Job Position: IT Analyst – Helpdesk\\r\\n Designation: Analyst/Sr. Analyst\\r\\n \\r\\n Job Description\\r\\n \\r\\n• Responds to telephone calls, email, instant messages, and assigned tickets from users.\\r\\n• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.\\r\\n• Route problems to internal second and third level IT support staff.\\r\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\r\\n• Administer and provide User Access and Exit controls.\\r\\n• Identify, evaluate, and prioritize customer problems and complaints.\\r\\n• May train users and operators on a limited basis and/or may write training procedures.\\r\\n• Assign work orders / incidents to appropriate support teams and follow up until closure.\\r\\n• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts\\r\\n• Use Service Now to document and manage incident and Service requests and their respective resolutions.\\r\\n• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.\\r\\n• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.\\r\\n• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.\\r\\n \\r\\n Eligibility, Knowledge, Skills & Experience\\r\\n \\r\\n• 3-5 yrs of university education post High school (B.Sc. or Diploma)\\r\\n• Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.\\r\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.\\r\\n• Phone & Chat support experience necessary.\\r\\n• Technical helpdesk or technical call center experience is necessary.\\r\\n• Disciplined, systematic problem-solving skills required.\\r\\n• Hands-on work experience with the following:\\r\\n• Windows Operating systems\\r\\n• Clients: Windows 7, Windows 10, Windows 11\\r\\n• Servers: Cloud AWS/ Azure, GCP\\r\\n• Remote desktop connectivity applications\\r\\n• MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365\\r\\n• Internet browsers (e.g. Edge, Chrome)\\r\\n• VPN/ CISCO Any Connect/ Ping ID/ MFA\\r\\n• Support for laptop, desktops, and printers.\\r\\n• i Phone and Android devices familiarity\\r\\n• Application: Adobe/ SAP/ Warehouse management etc.\\r\\n• Basic knowledge of ITIL, Incident/ Problem/ Change.\\r\\n\\r\\n Soft Skills\\r\\n\\r\\n• Excellent communication and conversation skills (Verbal and Written)\\r\\n• Good documentation skills\\r\\n• Should have a great customer handling skill.\\r\\n• Able to handle unforeseen situations.\\r\\n• High level of acceptance\\r\\n• Can drive HCL’s value and its methodology.\\r\\n

Key Responsibilities

• Job Description • Responds to telephone calls, email, instant messages, and assigned tickets from users.
• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.
• Route problems to internal second and third level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Identify, evaluate, and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions.
• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.
• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Skill Requirements

• Eligibility, Knowledge, Skills & Experience • 3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.
• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone & Chat support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems • Clients: Windows 7, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers.
• i Phone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc.
• Basic knowledge of ITIL, Incident/ Problem/ Change.

Other Requirements

• Soft Skills • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance • Can drive HCL’s value and its methodology.