Posted by Overview
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career.
Analyst – Service Desk Staff – UK
Job description:
Qualities for staff include:
Accepts change and adapts easily
Learns quickly
Multi-tasks
Good temperament (patient, empathetic)
Problem-solver
Customer service approach
Accepts personal accountability
Self-motivated
Team player
Follows policies, procedures and guidelines
Continually improves
Calm under pressure
Skills for staff include:
Communication Listening, Writing, Verbal, Non-verbal, Questioning
Knowledge Technical, Business, ITSM (useful)
Customer service Troubleshooting, Problem solving
Increased numbers of incidents and service requests resolved
The potential to restore services faster
The potential to improve customer satisfaction
Provides an opportunity for analysts to educate customers to be more self-sufficient
Time management
Personal organizational skills
Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
Restore the customer s technology to a functioning state
Overcome communication barriers
Enhance the customer and service desk relationship
Improve first contact resolution rate
Reduce the number of escalated calls
Reduce lost customer productivity by reducing time to resolution
Requirements
To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets / provide hardware or software or network problem diagnosis or resolution via telephone /email / chat within agreed SLA of ticket volume and time.
To update work logs and follow shift/ escalation process to escalate complex problem to appropriate support specialists / route problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self development.
To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Experience : 0 – 3 years