Deskripsi Pekerjaan
Join HCLTech as a Level 1 Service Desk Analyst in McKinley Hill, Taguig!
Are you a tech-savvy problem-solver with a passion for helping others? HCLTech, a global leader in technology services and consulting, is seeking a dynamic Level 1 Service Desk Analyst to join our vibrant team in McKinley Hill, Taguig. This is an incredible opportunity to kickstart your IT career within a supportive and innovative environment.
As a Level 1 Service Desk Analyst, you will be the first point of contact for our users, providing essential technical support and ensuring smooth operations. You'll play a crucial role in diagnosing and resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction. If you thrive in a fast-paced setting, possess excellent communication skills, and are eager to learn and grow, we want to hear from you!
At HCLTech, we believe in fostering talent and providing clear pathways for career development. You'll gain hands-on experience with diverse technologies, work alongside experienced professionals, and contribute to a global enterprise's success. Join us in Taguig and be part of a team that's committed to delivering exceptional service and driving technological advancement.
Tanggung Jawab
- Open, log, categorize, and prioritize incoming support tickets from various channels (phone, email, chat).
- Provide initial diagnosis and troubleshoot technical issues related to hardware, software, network, and system access.
- Resolve common technical problems efficiently, striving for first-contact resolution whenever possible.
- Escalate complex or unresolved issues to appropriate Level 2 support teams or specialized departments.
- Document all troubleshooting steps, resolutions, and interactions accurately in the IT Service Management (ITSM) system.
- Guide users through step-by-step solutions and provide clear, concise technical advice.
- Monitor ticket queues and ensure timely follow-up on outstanding issues to meet Service Level Agreements (SLAs).
- Contribute to the knowledge base by documenting new solutions and common troubleshooting steps.
Kualifikasi
- A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, or equivalent practical experience.
- Proven experience (0-2 years) in a technical support role, help desk, or service desk environment.
- Basic understanding of operating systems (Windows, macOS), office productivity suites (Microsoft Office 365), and common business applications.
- Familiarity with network fundamentals (TCP/IP, Wi-Fi), hardware troubleshooting, and peripheral devices.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong problem-solving abilities and a customer-centric approach.
- Ability to work effectively in a team environment and manage multiple priorities.
- Flexibility to work in shifting schedules, including weekends or holidays, as required by business operations.