Company Name: HCL
Job Title: Analyst
Experience: 1-3 Years
SERVICE DESK . Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following: . Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information. . Tracking and classifying incoming incidents or service requests, attempting initially solutions. . Provides initial assessment of categorization and prioritization for reported Incidents and . Service Requests and provides initial support, targeting a higher level of first contact resolution . Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups. . Perform hierarchical escalation to Service Desk Management and Incident Management . Provide communication to end users concerning the status of Incidents, Service Requests, and Changes . Compiles data through Incident.
Skill (Primary): Infrastructure Management Services (IMS)-Process-ITIL
At the dawn of the new millennium, a unique company was born: HCL Technologies.
Demonstrating remarkable growth through the recent economic downturn, HCL Technologies emerged as one of the only eight 21st century listed technology companies in the world to cross $1bn in Net Profit, $5bn in Revenue and $15bn in Market Capitalization.
This was possible because we believe that real value lies in the relationship created between customer and provider, which is built on three deeply rooted value systems:
Over the years, we have seen these values manifest in the form of platforms such as the Value Portal, where front line employees have generated and implemented ideas that have unlocked close to $600mn of unforeseen business value for our customers.1.) To contribute research and data gathering as and when| e.g. opening an operations in new geos
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