Administrator (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · QA & Testing
In short
This role involves independently resolving tickets, providing on-call support, and conducting root cause analysis to ensure high customer satisfaction. Key responsibilities include adhering to quality standards, managing on-call escalations, and contributing to value-adding activities like knowledge base updates and training.
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 Service Level Agreements (SLAs) for volume and time.
- Ensure positive customer experience and high CSAT through First Call Resolution and minimal rejected/reopened cases.
Desired Qualifications
- Experience in independently resolving tickets.
- Ability to provide on-call support.
- Skills in root cause analysis.
- Experience in knowledge base update and management.
- Experience in training freshers.
- Experience in coaching analysts.
- Understanding of SLA management.
- Focus on customer experience and CSAT.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark at a company that puts people first.
- Be part of a global technology company with over 223,000 people across 60 countries.
- Work with industry-leading capabilities in digital, engineering, cloud, and AI.
- Serve clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#Support#Operations#IT Support#Customer Service
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Lucknow, India
Applicants
Be an early applicant