Sr Analyst
HCLTech
Date: 2 weeks ago
City: Nagpur, Maharashtra
Contract type: Full time
Nagpur, Maharashtra
Job Summary
Manage the service queue and ensure all tickets are tracked, monitored, and closed within defined SLA timelines by FSO engineers. Maintain and regularly update asset information in the Configuration Management Database (CMDB) within ServiceNow. Work closely with clients to understand requirements, provide updates, and ensure timely closure. Send FSO reports and quarterly deck to client. Collect, analyze, and compile data and prepare PowerPoint presentations for monthly operations review meeting. Follow up on all action items and ensure timely closure. Prepare and circulate daily operational status reports highlighting ticket status, risks, issues, and key updates. You will future handle patching activities and fixing vulnerabilities for Servers. Raise, manage, and track Change Requests in ServiceNow and ensure proper representation and follow‑through for CAB (Change Advisory Board) meetings. Ensure all the doer and checker, pre and post communication are sent to client for the patching activity. Availability is very important for Client so, ensure you are available during client working hours.
Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
Job Summary
Manage the service queue and ensure all tickets are tracked, monitored, and closed within defined SLA timelines by FSO engineers. Maintain and regularly update asset information in the Configuration Management Database (CMDB) within ServiceNow. Work closely with clients to understand requirements, provide updates, and ensure timely closure. Send FSO reports and quarterly deck to client. Collect, analyze, and compile data and prepare PowerPoint presentations for monthly operations review meeting. Follow up on all action items and ensure timely closure. Prepare and circulate daily operational status reports highlighting ticket status, risks, issues, and key updates. You will future handle patching activities and fixing vulnerabilities for Servers. Raise, manage, and track Change Requests in ServiceNow and ensure proper representation and follow‑through for CAB (Change Advisory Board) meetings. Ensure all the doer and checker, pre and post communication are sent to client for the patching activity. Availability is very important for Client so, ensure you are available during client working hours.
Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Document Controller
Mott MacDonald,
Nagpur, Maharashtra
3 weeks ago
Location
Nagpur, India
Country
India
Contract type
Contract
Work pattern
Full Time
Market
Various
Discipline
Other
Job ref
15276
Recruiter contact
Vrajesh Gajjar
Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future. We are a team of over 20,000 experts working across the world in more than 50 countries.
We...
QA Automation
Persistent Systems,
Nagpur, Maharashtra
4 weeks ago
About PersistentWe are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including...
Microsoft Full Stack Technical Lead - Angular
HCLTech,
Nagpur, Maharashtra
4 weeks ago
Nagpur, Maharashtra
Job Summary
Contribute to the development and maintenance of web applications by leading a team of developers. The role involves collaborating with cross functional teams to understand requirements, design system architecture, and ensure high-quality code delivery. The Full Stack Lead will be responsible for developing scalable and efficient code using technologies such as Angular, .NET, and ASP.NET MVC....