Analyst (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

I korthet

HCLTech is seeking an Analyst (Support & Operations) in Madurai, Tamil Nadu to provide L1 remote desktop support. The role involves resolving tickets, diagnosing hardware/software/network issues, and ensuring customer satisfaction while adhering to SLAs and quality standards.

Ansvarsområden

Provide level 1 remote desktop support to resolve tickets, hardware, software, and network problems via telephone/email/chat within agreed SLAs.
Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
Ensure positive customer experience and high CSAT through First Call Resolution and minimum average handling time.
Maintain high login efficiency (availability) for customers.
Update worklogs, follow shift/escalation processes, and escalate complex problems to appropriate support specialists.
Engage in value-adding activities such as Knowledge Base updates and self-development.

#Support#Operations#L1 Support#Remote Desktop Support#IT Support

Om 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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