Analyst

JOB POST: Senior Analyst at HCL Tech, Lucknow [Freshers]: Appy by May 20

Apoorva

Apr 23, 2023
2 min read

0 Comments

Online applications are invited for freshers as Senior Analyst at HCL Tech, Lucknow. The last date to apply for this post is May 20, 2023.

About HCL Tech

HCL Technologies is an Indian multinational information technology services and consulting company headquartered in Noida. It is a subsidiary of HCL Enterprise. Originally a research and development division of HCL, it emerged as an independent company in 1991 when HCL entered into the software services business.

Job Description

Cisco Unified Communications Manager (CUCM, formerly Call Manager)- Single Phone Troubleshooting (Eg MWI not working, Phone Stuck in registration, VM Reset etc) along with registration process.- Cisco Unity- Unity Connection- Voice Gateways (SIP, MGCP, SCCP, H.323) – Analogue voice gateways, ATA, Basic fax troubleshooting.- RTMT usage- QoS- Basic Routing and Switching- ISDN and PRI.

Additional Skills

Skills/Knowledge:- CUBE- VMware- WebEx- JabberKey
Ability to work on incidents of moderate to wide scope and moderate to high complexity to provide a solution.- Strong analytical and troubleshooting skills.
Excellent verbal and written communication skills.- Ability to work effectively with guidance from other members of the workgroup.
Promotes and solicits ideas within the team.
Working knowledge of the Networking industry, products and protocols.
Able to determine problems and deliver known solutions with a high level of customer satisfaction- Ability to communicate effectively both verbally and in writing.
Interacts well with peers.
To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within the agreed SLA of ticket volume and time.
To update work logs and follow shift or escalation processes to escalate the complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be.
Work on value-adding activities such as Knowledge base update and self-development.
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.