Analyst

3 Months ago • All levels

Job Summary

Job Description

The Analyst will be responsible for diagnosing and resolving hardware, software, and network problems for end-users via phone, email, and chat. They will route problems to internal IT support, coordinate with vendors, and administer user accounts. The role involves documenting and managing issues using an Incident Management System, responding to user inquiries, and providing remote desktop support. The analyst will also troubleshoot client software, prioritize customer problems, and potentially train users. They must participate in training and provide documentation, including standards, configurations, and diagrams. The analyst will be responsible for the evaluation, analysis, and setup of PC-based software products. They must perform user account management and escalate complex problems.
Must have:
  • Phone support experience
  • Technical helpdesk or call center experience
  • Disciplined problem-solving skills
  • Windows Operating systems experience
  • Knowledge of Active Directory, Exchange 2003/2007
  • Experience with ITSM ticketing tools
  • User account creation experience
  • Experience with remote desktop applications
  • Proficiency in MS Office Suite (XP, 2003, 2007)

Job Details

Responsibilities :- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs . Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) . Troubleshoot client software and basic network connectivity problems . Identify, evaluate and prioritize customer problems and complaints . May train users and operators on a limited basis and/or may write training procedures . Participate in on-going training and departmental development . Routine maintenance updates with other IT staff and business units . Provide all required documentation including standards, configurations and diagrams . Provide knowledge transfer of EUC operations Technical Requirements Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills - Excellent communication and conversation skills (Verbal and Written)- Good documentation skills- Good working knowledge of MS OFFICE (Including MS Project and Visio)- Should have a great customer handling skills- Able to handle unforeseen situations- High level of acceptance- Can drive HCL s value and its methodology Other Skills / Experience Ability to successfully provide hardware/software/network problem analysis and resolution sup

Similar Jobs

Scanline VFX - Production Manager

Scanline VFX

Vancouver, British Columbia, Canada (On-Site)
2 Months ago
MURKA - Mobile User Acquisition Manager

MURKA

(Remote)
6 Months ago
Pivotroots - Group Head SEO

Pivotroots

Hamburg, Hamburg, Germany (Hybrid)
3 Months ago
NetEase Games - IT Support Specialist

NetEase Games

Montréal, Québec, Canada (On-Site)
2 Months ago
deel. - Payroll Expert

deel.

Spain (Remote)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Moloco - Senior Manager, Financial Planning & Analysis

Moloco

Redwood City, California, United States (On-Site)
1 Month ago
nissan - Customer Experience Validation Analyst (Officer)

nissan

Amsterdam, North Holland, Netherlands (Hybrid)
2 Months ago
Capgemini - Business Advisor

Capgemini

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Square - (Junior) Pricing Analyst

Square

Bergkirchen, Bavaria, Germany (On-Site)
1 Month ago
TransUnion - Consultant - Financial Services

TransUnion

White Plains, New York, United States (On-Site)
3 Weeks ago
Tide - Escalations Support Associate

Tide

Bulgaria (Remote)
1 Month ago
Buckman - Finance Specialist - Accounts Payable

Buckman

Chennai, Tamil Nadu, India (On-Site)
6 Months ago
e2 open - Support Analyst

e2 open

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Inveniolsi - SAP Testing Consultant

Inveniolsi

Delhi, India (On-Site)
3 Months ago
Inveniolsi - SAP PI/PO Senior Consultant

Inveniolsi

India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

NinjaVan - Internship - Office Management

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
10 Months ago
Haleon - Medical Representative

Haleon

Kota Kinabalu, Sabah, Malaysia (On-Site)
1 Month ago
NinjaVan - Senior Executive, Human Resources (Talent Acquisition)

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
10 Months ago
NXP - Die Attach Equipment Technician

NXP

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Year ago
NinjaVan - Sales Supervisor

NinjaVan

Temerloh, Pahang, Malaysia (On-Site)
2 Months ago
Razer - Account Management Specialist, Digital PIN Content

Razer

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
3 Weeks ago
Coda - Senior/Staff Software Engineer

Coda

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)
3 Weeks ago
PwC - Manager - Talent Acquisition

PwC

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
9 Months ago
Luxoft - IT Project Manager

Luxoft

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
9 Months ago
Razer - Associate New Business Manager

Razer

Shah Alam, Selangor, Malaysia (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Pune, Maharashtra, India (On-Site)

North Carolina, United States (On-Site)

Chennai, Tamil Nadu, India (On-Site)

Noida, Uttar Pradesh, India (On-Site)

Noida, Uttar Pradesh, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Noida, Uttar Pradesh, India (On-Site)

Pune, Maharashtra, India (On-Site)

Florida, United States (On-Site)

California, United States (On-Site)

View All Jobs

Get notified when new jobs are added by HCL Tech

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug