Administrator (Support & Operations)

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

In short

We are looking for an Administrator (Support & Operations) to independently resolve tickets, provide on-call support, and perform root cause analysis in Hyderabad, Telangana. The role involves adhering to quality standards, managing knowledge bases, training new employees, and ensuring a positive customer experience through efficient ticket resolution and high First Call Resolution rates.

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 and management, training freshers, and coaching analysts.
Independently resolve tickets within agreed Service Level Agreements (SLAs) for ticket volume and time.
Ensure positive customer experience and Customer Satisfaction (CSAT) through First Call Resolution and minimal rejected or reopened cases.

Requirements

Ability to independently resolve tickets.
On-call support and root cause analysis skills.
Knowledge base update and management.
Training freshers and coaching analysts.
Achieve First Call Resolution and minimize rejected/reopened cases.
Adherence to quality standards, regulatory requirements, and company policies.

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
Be part of a global technology company with a presence in 60 countries.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.
Opportunity to work on digital, engineering, cloud, and AI technologies.

#support#operations#administration

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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