Service Desk Analyst
HCLTech Taguig Full-time
Service Desk Analyst
(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
- Accepts change and adapts easily
- Learns quickly
- Multi-tasks
- Good temperament (patient, empathetic)
- Problem-solver
- Customer service approach
- Accepts personal accountability
- Self-motivated
- Team player
- Follows policies, procedures and guidelines
- Continually improves
- Calm under pressure
Skills for staff include:
- Communication – Listening, Writing, Verbal, Non-verbal, Questioning
- Knowledge – Technical, Business, ITSM (useful)
- Customer service – Troubleshooting, Problem solving
- Increased numbers of incidents and service requests resolved
- The potential to restore services faster
- The potential to improve customer satisfaction
- Provides an opportunity for analysts to educate customers to be more self-sufficient
- Time management
- Personal organizational skills
Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
- Restore the customer’s technology to a functioning state
- Overcome communication barriers
- Enhance the customer and service desk relationship
- Improve first contact resolution rate
- Reduce the number of escalated calls
- Reduce lost customer productivity by reducing time to resolution
HCLTechTaguig
HCL Tech is urgently hiring for L1 Service Desk for one of our clients. If you think you’ve got the knowledge, experience, and excellent English communication skills then this might be the right job opportunity for you.
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work in the community.
A career at Citco isn’t just a job – it’s an opportunity to excel in an environment that genuinely supports your personal and professional development.
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