service desk AnalystHCL Technologies Limited

Job Description
Open, log, prioritize, assign, close tickets logged in the IT Service Desk
Query the User for all relevant information concerning the call made or issue reported by the user
Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Re-route misdirected Calls
Escalate tickets not resolvable by SD, in accordance with client's escalation procedures
Provide status updates on Tickets to users
Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction
Make recommendations for updates to the KB database
Installs, configures, and troubleshoots personal computer
Coordinates with Service desk staff in support of the end user hardware and software issues.
Installs and configures software components
Troubleshoots network printers
Coordinates with L2/L3 teams for resolution
PC troubleshooting - Remote support
Ticket translation for offshore escalation
L1 SD agent support in case of urgency
Able to interact and communicate with diverse groups with varying levels of technical knowledge
Able to make sound decisions and work with minimal supervision
Excellent interpersonal skills to foster cooperation among users, support teams and peers