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Senior Analyst - English, Arabic, Microsoft Windows

HCLTech -
Lucknow, Uttar Pradesh

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Job details

10 days ago

Qualifications

Knowledge management
BMC Remedy
Arabic
English
Windows
Remote access software
ServiceNow
Hindi

Full job description

Lucknow, Uttar Pradesh
Job Summary

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities: 1. Respond to and Log Tickets: o Use ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues: o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate: o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up: o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management: o Maintain and update knowledge base articles to help users with self-service.6. User Access Management: o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis: o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement: o Identify recurring issues and suggest improvements to prevent future occurrences.

Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Resolution.
2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopen Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.
Skill Requirements

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities: 1. Respond to and Log Tickets: o Use ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues: o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate: o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up: o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management: o Maintain and update knowledge base articles to help users with self-service.6. User Access Management: o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis: o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement: o Identify recurring issues and suggest improvements to prevent future occurrences.

Other Requirements

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