Talent Acquisition Recruiter at HCL Technologies
HCL
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Note: Candidates must be eligible to work in UK
Job Summary
To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.
Essential Duties and Responsibilities
* Work as part of the 11x7 Shift system on the IT Service Desk
* Receives and handles requests for service, following agreed procedures.
* 1st line support: troubleshooting of IT related problems
* Promptly allocates calls as appropriate.
* Logs incidents and service requests and maintains relevant records:
* Identifies and classifies incident types and service interruptions
* Records incidents cataloging them by symptom and resolution
* Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
* Monitoring queues to ensure SLAs are maintained.
* Assigning the tickets which are out of scope to Service Desk/Other Teams
* Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills and Abilities
* Strong organization skills and ability to multi-task and prioritize work
* Excellent communication skills with the ability to work with executive staff members both internally and externally
* Ability to deliver engaging, polished, and professional presentations to internal and external audiences
* Excellent written and verbal communication and presentation skills
Education / Expertise
* Must be a Graduate. B.Tech/B.E or any other technical degree preferred
* English Service Desk experience is mandatory
* Preferred MCP/MSCE/MSCA certification
Preferred ITIL V3/V4 Certified engineer.
What We Offer:
* A supportive, diverse, and global team with a brilliant culture.
* Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
* Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
* Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
To know more about us visit – www.hcltech.com
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
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