Service Desk Analyst

HCLTech; Nagpur City; On-site; INR 240,000 - 320,000; Full time

Job summary

Join a forward-thinking company as an entry-level IT support specialist, where you'll leverage your communication skills to provide exceptional international voice support. In this dynamic role, you will troubleshoot a variety of application and system-related issues, ensuring a high standard of customer satisfaction. Your expertise in tools like MS Office/O365, along with your ability to handle escalated calls, will be crucial in maintaining efficiency and compliance with company policies. This is an exciting opportunity to kickstart your career in the IT services industry, where your contributions will help shape positive customer experiences and drive operational excellence.

Qualifications

• Experience in international voice support and troubleshooting various IT issues.
• Knowledge of MS Office/O365 and telecom systems is a plus.
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI.
• Experience with MS Office 365 suite.

Responsibilities

• Handle escalated calls and resolve tickets within agreed SLA.
• Ensure positive customer experience through effective communication.
• Update worklogs and follow shift escalation processes and policy compliance.
• Manage queues and drive case closures efficiently.

Skills

Excellent Communication

Voice Support

Troubleshooting

MS Office/O365

VPN

Citrix

VDI

Telecom

Tools

MS Office 365

Job description

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Responsibilities

• Excellent Communication with International Voice Support experience.
• Hands on experience in Mobility related Application & Desktop/General system related issues.
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
• In-depth experience knowledge on MS office/O365.
• Experience in Telecom will be added advantage.
• To maintain high efficiency in handling escalated calls from L1 team.
• To resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases.
• To update worklogs and follow shift for escalation process and process compliance.
• Handling all the queues efficiently and work towards case closure.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting