HCL Technologies Recruitment | Hiring Senior Analyst – Fresher / Experienced
Qualifications
- Qualification: B-Tech
- Experience: 0 – 2.5 Years
- Skills: Service Desk
Roles & Responsibilities:-
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
- To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update and self development.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
- To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
To apply for this job please visit www.hcltech.com.