Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Systems Engineering
In short
HCLTech is looking for an Administrator (Support & Operations) in Gautam Buddha Nagar, Uttar Pradesh. This role involves independently resolving tickets, providing on-call support, and conducting root cause analysis to ensure high customer satisfaction and adherence to SLAs.
Responsibilities
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for on-call escalations and perform root cause analysis of issues.
- Engage in value-adding activities like Knowledge Base updates, training freshers, and coaching analysts.
- Independently resolve tickets within agreed Service Level Agreements (SLA) for ticket volume and time.
- Ensure positive customer experience and CSAT through First Call Resolution and minimal rejected/reopened cases.
Requirements
- Ability to independently resolve tickets.
- On-call support and root cause analysis skills.
- Experience with Knowledge Base updates and management.
- Capability to train freshers and coach analysts.
- Proficiency in meeting ticket volume and time SLAs.
- Focus on ensuring positive customer experience and CSAT.
- Experience with First Call Resolution and minimizing rejected/reopened cases.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that prioritizes its people.
- Work with a global technology company with a broad portfolio of services and products.
- Opportunities to work across various industry verticals.
#Administrator#Support#Operations#Tickets#On Call Support#Root Cause Analysis#Customer Feedback#Quality Standards#Regulatory Requirements#Company Policies#Knowledge Base#Training#Coaching#SLA#Customer Experience#CSAT#First Call Resolution
Company
HCLTech
Job Posted
2 days ago
Employment Type
Full Time
WorkMode
On Site
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant