Administrator (Support & Operations)

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

In short

This role is for an Administrator (Support & Operations) based in Lucknow, Uttar Pradesh, India. The primary responsibilities include independently resolving tickets, providing on-call support, and performing root cause analysis to ensure customer satisfaction and adherence to SLAs.

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.
Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.
Adhere to quality standards, regulatory requirements, and company policies.

Requirements

Ability to independently resolve tickets.
Experience in providing on-call support.
Skill in performing root cause analysis.
Knowledge base update and management experience.
Experience training freshers and coaching analysts.
Fulfillment of SLA for ticket volume and time.
Focus on positive customer experience and CSAT.
Adherence to quality standards, regulatory requirements, and company policies.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
Work at a place that puts its people first.
Join a global technology company with over 223,000 employees across 60 countries.
Work with industry-leading capabilities in digital, engineering, cloud, and AI.
Opportunity to work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.

#Administrator#Support#Operations#Tickets#On call support#Root cause analysis#Customer feedback#Quality standards#Regulatory requirements#Company policies#Knowledge base#Training#Coaching#SLA#Customer experience#CSAT#First Call Resolution

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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