Senior Service Desk Analyst
HCLTech Sri Lanka

Contract Type: 

Senior Analyst- Service Desk
Required Experience: 2 to 3 Years
Responsibilities: -

  • Provide hardware/ software/ network problem diagnosis/ resolution via telephone/email/chat for customer 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 problems 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 Need to Handle L1 SD team and manage the operations.

Duties: -
(1.) To clearly understand the client's security environment and respective products; and troubleshoot cybersecurity issues and related monitoring tools.
(2.) To monitor client cyber security environment and analyze the identified real-time cybersecurity events or alerts through various tools.
(3.) To analyze cybersecurity incidents and help the L2 team with RCA or data or logs collection
(4.) To maintain SOPs, runbooks and documents for effective knowledge management
(5.) To prepare daily or weekly or monthly security analyses and reports to highlight the project progressor challenges and ensure quality and accuracy.
(6.) To work with other teams or stakeholders to help in resolving ongoing cybersecurity issues.
Interested candidates may apply at sajini.mudalige@hcl.com.

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