Administrator (Support & Operations)
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Systemteknik
I korthet
HCLTech is looking for an Administrator (Support & Operations) in Gautam Buddha Nagar, Uttar Pradesh. This role involves independently resolving tickets, providing on-call support, and conducting root cause analysis to ensure high customer satisfaction and adherence to SLAs.
Ansvarsområden
- Adhere to quality standards, regulatory requirements, and company policies.
- Provide support for on-call escalations and perform root cause analysis of issues.
- Engage in value-adding activities like Knowledge Base updates, training freshers, and coaching analysts.
- Independently resolve tickets within agreed Service Level Agreements (SLA) for ticket volume and time.
- Ensure positive customer experience and CSAT through First Call Resolution and minimal rejected/reopened cases.
Krav
- Ability to independently resolve tickets.
- On-call support and root cause analysis skills.
- Experience with Knowledge Base updates and management.
- Capability to train freshers and coach analysts.
- Proficiency in meeting ticket volume and time SLAs.
- Focus on ensuring positive customer experience and CSAT.
- Experience with First Call Resolution and minimizing rejected/reopened cases.
Förmåner
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that prioritizes its people.
- Work with a global technology company with a broad portfolio of services and products.
- Opportunities to work across various industry verticals.
#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
Företag
HCLTech
Publicerade jobb
för 2 dagar sedan
Anställningstyp
Heltid
Arbetsform
På plats
Platser
Gautam Buddha Nagar, India
Sökande
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