The Job

Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

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In short

This Administrator role in Support & Operations requires independently resolving tickets, providing on-call support, and performing root cause analysis to ensure customer satisfaction. Key responsibilities include adhering to quality standards, updating the knowledge base, training new employees, and resolving issues within agreed 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 such as knowledge base updates, training freshers, and coaching analysts.
  • Independently resolve tickets within agreed SLA for ticket volume and time.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.
#support#operations#administrator
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Bengaluru, India

Applicants

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