L1 Service Desk Analyst - HCLTech
HCLTech Taguig Full-time
QUALIFICATIONS:
- Must possess at least a Vocational Diploma/Short Course Certificate in Computer Science/Information Technology or equivalent
- With BPO/SDA experience
- Must be amenable to work in shifting schedules
- Must be amenable to work 100% onsite
- Must be willing to be trained
- Immediate joiners are preferred!
JOB DESCRIPTIONS:
- Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
- Query the User for all relevant information concerning the call made or issue reported by the user.
- Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
- Re-route misdirected Calls.
- Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
- Provide status updates on Tickets to users.
- Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
- Able to make sound decisions and work with minimal supervision.
- Excellent interpersonal skills to foster cooperation among users, support teams and peers.
Candidate Data Privacy Notice:
www.hcltech.com/candidate-privacy-notice
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