Sr Analyst (131527)
HCLTech
Description
Requisition ID 131527 - Posted
Job Summary
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
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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.
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To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
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To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
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To maintain high login Efficiency (Availability) for customers.
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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.
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Work on value adding activities such Knowledge base update & self development.
Skill Requirements
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Other Requirements
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About HCLTech
HCLTech emerges as the top-ranked company globally in the Professional Services sector in Forbes' list of the “World's Best Employers.