The Job

Analyst (Support & Operations)

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

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I korthet

This role involves providing Level 1 remote desktop support to resolve hardware, software, and network issues within SLA. Key responsibilities include diagnosing and resolving tickets via phone, email, or chat, maintaining quality standards, and ensuring customer satisfaction through efficient issue resolution.

Ansvarsområden

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

Krav

  • Ability to provide L1 remote desktop support.
  • Experience with ticket resolution.
  • Familiarity with hardware, software, and network problem diagnosis and resolution.
  • Adherence to Service Level Agreements (SLAs).
  • Understanding of quality standards, including voice and accent monitoring.
  • Proficiency in updating worklogs and following escalation procedures.
  • Commitment to maintaining high login efficiency.

Önskade kvalifikationer

  • Experience in technical monitoring.
  • Focus on First Call Resolution and minimum Average Handling Time (AHT).
  • Experience with updating Knowledge Base articles.
  • Self-development initiatives.

Förmåner

  • Opportunity to supercharge your potential and find your career spark at HCLTech.
  • Be part of a global technology company with a strong presence across 60 countries.
  • Work with industry-leading capabilities in digital, engineering, cloud, and AI.
  • Collaborate with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.
#L1 remote desktop support#hardware#software#network#IT support
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Företag

HCLTech

Publicerade jobb

för 1 dag sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Bangalore, India

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