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Service Desk Analyst
HCLTech Sri Lanka
Western Province

Location: 
Contract Type: 

Job Description
 

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
  • Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
  • Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Basic Active Directory knowledge.
  • Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
  • Blackberry and Smart Phone account management and provision Flexibility to work in a 24x7 work environment.
  • Managing incidents including business expectations and communication Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time

 
Interested candidates may apply at sanduni.wickr@hcl.com

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