Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · DevOps · Systems Engineering

Smart Summary

AI-generated overview of this position

HCLTech is seeking an Administrator (Support & Operations) in Chennai to independently resolve tickets, provide on-call support, and perform root cause analysis. The role focuses on adhering to quality standards, ensuring customer satisfaction through First Call Resolution, and contributing to value-adding activities like knowledge base updates.

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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#Support#Operations#Administrator#Ticketing#Root Cause Analysis#On Call Support#Customer Feedback#SLA#Customer Experience#CSAT