HCL Tech is Hiring: Senior Analyst | Apply Now

Location: Hyderabad
Project Role: Senior Analyst
Qualification: B-Tech
Experience: 0-2.5 Years
Skills: Global Support Management
No. of Positions: 1

Job Title: Analyst – Help Desk
Job Role: L1-Analyst
Job Code: 53011367
Line of Business: Infra
Job Family: Infrastructure-Delivery
Country: India

Job Summary

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. The ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Analyst – Help Desk role. All Analysts – Help Desk are subject to shift changes to adapt to the business needs of the Help Desk.

Principal Responsibilities (Essential Functions)

Shift Schedules

Adhere strictly to shift schedule. Timeliness is a key requirement.
Flexibility to changes in shift schedules, as dictated by Management, is required.
Flexible to work overtime as per business needs.

Call Handling

Provide comprehensive technical support services to support center customers.
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tools during the call.
Take all necessary steps to ensure customer satisfaction at the end of the call.

Call Logging

Create and submit detailed call logs documenting customer interactions.
Accuracy, thoroughness, and timeliness are key call logging components.
Confirm and update customer profile information as needed.

Escalation

Promptly notify management of any potentially dissatisfied customers.
Follow all documented escalation procedures, including hand-off times, for issues requiring 3rd party intervention.

Open Calls

Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow-up phone calls, etc.

Knowledge

Proactively seek and possess business acumen for all clients supported and maintain high efficiency levels on calls month on month.
Maintain technical proficiency in all applications utilized by clients supported.
Attend all company-organized training events, up-trainings, and refresher trainings to widen the knowledge base.
Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channels.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Other Tasks

Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary inter-departmentally to seek resolutions to all issues reported.
Participate in client events, as appropriate (resource on site, client training, etc.)

Job Requirements

Skills

Excellent verbal and written communication skills.
Customer Service Skills.
Proficiency in Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications.
Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.

Education/Experience

Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred.
BA or Vocational school degree preferred or equivalent work experience.
Microsoft Certified Professional certification is a plus.

Competencies