HCL Technologies is an Indian multinational technology company that specializes in information technology services and consulting, headquartered in Noida, Uttar Pradesh, India. It is a subsidiary of HCL Enterprise.
Analyst – Help Desk Business Unit: Infrastructure
The Analyst – Help Desk is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Analyst – Help Desk role. All Analyst – Help Desk’s are subject to shift changes to adapt to the business needs of the Service Desk.
o Proactively seek and possess business acumen for all clients supported
o Maintain technical proficiency in all applications utilized by clients supported
o Participate in all company organized training events
o Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel
o Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
o Perform customer support related tasks and special projects as assigned by management
o Liaise as necessary inter departmentally to seek resolutions to all issues reported
o Participate in client events, as appropriate (resource on site, client training, etc.)
High School Diploma or equivalent required
Microsoft Certified Professional certification preferred
Minimum of 6-12 months of prev