Administrator (Support & Operations)

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

In short

Administrator (Support & Operations) role focused on resolving tickets, providing on-call support, and performing root cause analysis to ensure positive customer feedback. Responsibilities include adhering to quality standards, updating knowledge bases, and training new analysts.

Responsibilities

Adhere to quality standards, regulatory requirements and company policies.
Provide support for on call escalations and doing root cause analysis of given issue.
Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts.
Independently resolve tickets within agreed SLA of ticket volume and time.
Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Requirements

Ability to independently resolve tickets.
On call support capability.
Root cause analysis skills.
Knowledge base update & management.
Training freshers.
Coaching analysts.
Meeting agreed SLA of ticket volume and time.
Ensuring positive customer experience and CSAT.
Achieving First Call Resolution.
Minimizing rejected resolutions / Reopen Cases.

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

#Support#Operations#IT Support

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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