In short
This role involves providing Level 1 remote desktop support, troubleshooting and resolving assigned tickets for hardware, software, and network issues within agreed SLAs. The primary goal is to ensure a positive customer experience through efficient problem resolution and adherence to quality standards.
Responsibilities
- Provide level 1 remote desktop support to resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
- Maintain high login Efficiency (Availability) for customers.
- Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff.
- Work on value adding activities such Knowledge base update & self development.
Requirements
- Independently troubleshoot/resolve assigned tickets.
- Provide L1 remote desktop support.
- Adherence to agreed SLA and quality standards.
Desired Qualifications
- Experience in hardware/software/network problem diagnosis/resolution.
- Familiarity with First Call Resolution and minimum average handling time (AHT).
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#IT Support#Remote Desktop Support#L1 Support#SLA#Hardware#Software#Network
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Lucknow, India
Applicants
Be an early applicant