Service Desk Analyst

first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Responsibilities

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
• Respond to questions from all emails, chat & callers.
• Become familiar with each client and their respective applications.

Learn fundamental operations of commonly used software, hardware, and other equipment.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Other duties as assigned by the Service Manager/Supervisor.

Requirements

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting, and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
• Creativity. Ability to think around problems and come up with creative solutions is helpful.
• Ability to work with or without direct supervision.

EXPERIENCE/KNOWLEDGE & SKILLS

• Exceptional written and oral communication skills.
• At-lest 1 Year of calling experience & ISTM Tool Experience.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Support for computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
• When the restoration is beyond the scope of the Service Desk Agent, he/she will escalate the issue/problem to proper tier 2 and 3 support team members
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Perform post-resolution follow ups to help requests

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.