In short
We are seeking a Sr Analyst to provide L1 remote desktop support in Bangalore, Karnataka. This role involves troubleshooting and resolving tickets, ensuring adherence to SLAs and quality standards, and maintaining a high level of customer satisfaction. The ideal candidate will also contribute to knowledge base updates and self-development.
Responsibilities
- Independently troubleshoot/resolve assigned tickets.
- Provide L1 remote desktop support via telephone/email/chat.
- Diagnose and resolve hardware/software/network problems.
- Adhere to quality standards, voice and accent, and regulatory requirements.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time.
- Maintain high login efficiency (availability).
- Update worklogs and follow shift/escalation processes.
- Escalate complex problems to appropriate support specialists or 2nd/3rd level IT support.
- Engage in value-adding activities like knowledge base updates and self-development.
#IT Support#Remote Desktop Support#SLA#Help Desk
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Mid-Senior
Locations
Bangalore, India
Applicants
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