Administrator (Tools & Automation)
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
As an Administrator (Tools & Automation) in Noida, India, you will independently resolve tickets, provide on-call support, and conduct root cause analysis to ensure customer satisfaction. You will adhere to quality standards, manage knowledge bases, and train new analysts while meeting service level agreements.
Responsibilities
- Independently resolve tickets within agreed SLA of ticket volume and time.
- Provide support for on-call escalations and perform root cause analysis of issues.
- Update and manage the knowledge base, train freshers, and coach analysts.
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.
Requirements
- Independent ticket resolution
- On-call support
- Root cause analysis
- Adherence to quality standards, regulatory requirements, and company policies
- Meeting SLA for ticket volume and time
- Ensuring positive customer experience and CSAT
Benefits
- Opportunity to supercharge potential, find your career, and find your spark.
- Work at a place that puts people first.
- Be part of a global technology company with over 223,000 employees in 60 countries.
- Deliver industry-leading capabilities in digital, engineering, cloud, and AI.
- Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#tools#automation#administrator#support#root cause analysis#IT
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Noida, India
Applicants
Be an early applicant