Service Desk Analyst 1

HCL Technologies Limited; Nagpur District; On-site; INR 350,000 - 500,000; Full time

Job summary

HCLTech, Nagpur is seeking a Service Desk L1/L2 Analyst to handle end-user issues reported to the Global Helpdesk. Responsibilities include logging incidents, initial categorization, escalation when needed, and effective communication with users.

Role emphasizes meeting SLAs, updating work logs, and contributing to knowledge base improvements while collaborating with internal teams for resolution and continuous service improvements.

Qualifications

• Handle L1/L2 issues reported to the Global Helpdesk.
• Log and classify incidents and service requests.
• Provide initial assessment for categorization and prioritization.
• Escalate incidents to appropriate support groups when needed.
• Communicate status to end users and update logs.
• Compile data for management reporting and ensure SLA adherence.

Responsibilities

• Maintain high login efficiency and availability for customers.
• Resolve tickets within the defined SLA and ticket volume targets.
• Adhere to quality standards, regulatory requirements and policies.
• Ensure positive CSAT through First Call Resolution and optimal handle times.
• Follow shift/escalation processes and maintain process compliance.
• Contribute to knowledge base updates and self-development.

Skills

Incident management

First call resolution

SLA adherence

Communication skills

Knowledge base

Customer service

Job description

Dear Candidate,

We are hiring for Service Desk L1/ L2 Analyst role at HCLTech, Nagpur.

GRADE/ ROLE/ SALARY – As per relevant experience, roles & responsibilities, current or last drawn CTC. To be discussed during the interview.

JOB DESCRIPTION: Analyst would be responsible for handling L1/ L2 issues reported with the Global Helpdesk, which may include, but not restricted to the following:

• Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information
• Tracking and classifying incoming incidents or service requests, attempting initially solutions
• Provides initial assessment of categorization and prioritization for reported Incidents and
• Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
• Perform hierarchical escalation to Service Desk Management and Incident Management
• Provide communication to end users concerning the status of Incidents, Service Requests and Changes
• Compiles data through Incident entry that will be used for management information and reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

KEY RESPONSILBITIES:

1. To maintain high login Efficiency (Availability) for customers
2. To resolve tickets within agreed SLA of ticket volume and time
3. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
4. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/ Reopen Cases
5. To update work logs and follow shift/ escalation process and process compliance
6. Work on value adding activities such Knowledge base update & self-development