Service Desk Analyst

About the job

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Activities:

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options.

Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.

Coordinate with level 2 and 3 and support staff th...