Analyst - English, German, Microsoft Windows
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support
I korthet
The Service Desk Analyst will be the primary contact for users, offering L1/L1.5 technical support via chat and voice. This role requires adherence to ITIL processes, SLA commitments, and information security standards, with a focus on first-contact resolution and ticket tracking.
Ansvarsområden
- Receive, log, and handle incidents and service requests via chat and calls.
- Classify, prioritize, and categorize incidents and service interruptions.
- Provide first-contact resolution for common service requests.
- Escalate complex or unresolved incidents per SLA guidelines.
- Track tickets from logging to resolution and closure.
- Communicate status and resolution updates to users and stakeholders.
- Support operations during change activities with minimal service disruption.
- Maintain accurate records and catalog incidents by symptom and resolution.
- Assist in tracking service reliability and performance data.
Krav
- Experience in Service Desk / Help Desk operations (L1/L1.5).
- Strong chat and voice support skills.
- Knowledge of ITIL Incident and Request Management.
- Experience with ticketing tools such as ServiceNow.
- Strong communication and customer service skills.
- Proficiency in English and German.
Förmåner
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
#Service Desk#Help Desk#L1#L1.5#ITIL#SLA#English#German#Microsoft Windows
Företag
HCLTech
Publicerade jobb
för 1 månad sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Medarbetare
Platser
Others, India
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