HCLTech Hiring Analyst in Hyderabad | Service Desk Support

Job Summary

The Service Desk Analyst Level I handles incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards and reporting are core competencies for this role. The analyst must adapt quickly to changing priorities and shifts in workflow.

Key Responsibilities

• Create and submit detailed call logs documenting customer interactions, with accuracy, thoroughness and timeliness.
• Confirm and update customer profile information as needed.
• Promptly notify management of any potentially dissatisfied customers.
• Follow all documented escalation procedures, including hand off times, for issues requiring third party intervention.

Skill Requirements

• Handle open calls by following documented procedures, including monitoring open call queues and placing follow up calls.
• Proactively build business acumen for all supported clients and maintain technical proficiency in the applications clients use.
• Take part in all company organized training events.
• Contribute current technical information and best practices on proprietary applications to the C3i Reference Library or other knowledge channels.
• Use available support resources, including emails, documentation and contact lists.

Other Requirements

• Perform customer support tasks and special projects as assigned by management.
• Liaise with other departments to resolve reported issues.
• Take part in client events where appropriate, such as on-site support or client training.
• Maintain inter-department relationships to resolve client issues.
• Communicate effectively with both internal and external clients, and build a working relationship with your supervisor.