Analyst

• Company HCL Technologies
• No. of Openings 10+
• Salary Not Disclosed
• Work Type on-site

Job Description :

Responsibilities

Accept & registers Service Calls

Classify Service Calls according to the specified options

Execute 1st attempt to solve the Service Call

Refer Service Call to the appropriate Resolution Owner Support Group

Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).

Escalate to the appropriate management level when thresholds are violated.

Close Service Call

Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.

Report about Service Calls

Communicate response times for dispatched tickets to the customers

Manage the entire service request process ensuring adherence to SLA

Execute service requests such as setting up NT/Outlook accounts as per the SLA

Process and send IT reports

Required Experience, Skills And Qualifications

Tech Skills

Technical helpdesk or technical call center experience is necessary.

Hands-on Work Experience With The Following

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio