Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career with a global leader in technology services? HCLTech is seeking a detail-oriented and customer-focused L1 Service Desk Analyst to join our dynamic team in Taguig City.
In this role, you will serve as the first point of contact for our internal and external clients, providing critical IT support and troubleshooting assistance. You will be the face of our IT operations, ensuring that users have the necessary support to maintain productivity. We are looking for individuals who are passionate about problem-solving, possess excellent communication skills, and thrive in a fast-paced, collaborative environment.
As an L1 Analyst at HCLTech, you will gain exposure to enterprise-level IT infrastructure and receive the training necessary to advance your technical career. If you are ready to make a significant impact by ensuring operational excellence, we want to hear from you.
Tanggung Jawab
- Provide first-level technical support via phone, email, and ticketing systems for hardware, software, and network issues.
- Document all support interactions accurately within the IT Service Management (ITSM) tool.
- Resolve common technical issues such as password resets, software installation, and printer connectivity.
- Escalate complex or high-priority incidents to the appropriate L2/L3 support teams according to defined SLAs.
- Proactively monitor system health and communicate outages to stakeholders as required.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Follow standard operating procedures (SOPs) to ensure consistent service delivery.
- Contribute to the internal knowledge base by creating or updating technical documentation.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 1 year of experience in a Service Desk, Help Desk, or Customer Support role.
- Strong understanding of Windows OS, MS Office 365, and basic network troubleshooting.
- Familiarity with ITSM tools such as ServiceNow, Jira, or BMC Remedy.
- Excellent verbal and written communication skills in English.
- Ability to work in shifting schedules, including night shifts and weekends.
- Strong analytical skills and the ability to multitask in a high-pressure environment.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a significant advantage.