Job description:

1 Job Description of L1 Fresher for USD Division / Department BPS USD/EIS ICC Location <> Job Title L1 (Fresher) Voice and Non Voice Stream Unified Service Desk/ Integrated Command Center PRF <> General Description Job description for BPS USD/EIS ICC L1 profile for fresher Responsibilities Provide hardware / software / network problem diagnosis resolution via telephone/email/chat/web, Monitoring & Management of various IT Infrastructure components for customer s end users Identify, evaluate and prioritize customer problems and escalations Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities based adhering on SOPs/work instructions Responsible for activities relating to the evaluation, analysis, setup of PC-based software products (e.g. word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications), client software & basic network connectivity problems within SLA (If any) Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention's Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact Administer and provide User account provisioning & activities Assign work orders / incidents to appropriate support teams and follow up until closure. Route problems to internal 2nd and 3rd level IT support staff Escalate complex problem to appropriate support specialists Routine maintenance updates with other IT staff and business units Initiates, Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Participate in on-going training and departmental development Ready to work in rotational shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support Soft Skills Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE Should have good customer handling skills Able to handle unforeseen situations High level of acceptance Can drive HCL s value and its methodology Other Skills / Experience Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared Ability to learn new information quickly and the willingness to do so at all times Ability to work flexible hours from time to time to cover for other staff Should have understanding of IT Environment and ready to learn new processes and technologies Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Certification requirements Knowledge of basic Networking and other technologies Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Good to have basic understanding of Client Server Architecture, OS CCNA/MCP/MSCA Preferred Education requirements Total: 3-4 years of University education post High school (BCA, B.Sc. or Diploma IT / CS / ECE) 55% throughout in academics No current backlogs Current year pass out Terms & Conditions Willing to sign Service agreement (As applicable)