Analyst (Support & Operations)

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

I korthet

HCLTech is hiring an Analyst (Support & Operations) in Lucknow, Uttar Pradesh. This role involves providing L1 remote desktop support, resolving tickets, and ensuring adherence to SLAs and quality standards. The position focuses on achieving high customer satisfaction through efficient issue resolution and maintaining service availability.

Ansvarsområden

Provide L1 remote desktop support to resolve tickets and diagnose hardware/software/network problems via phone, email, or chat within agreed SLAs.
Adhere to quality standards, including voice and accent monitoring, regulatory requirements, and company policies.
Ensure positive customer experience and high CSAT through First Call Resolution and minimum Average Handling Time (AHT).
Maintain high login efficiency (availability) for customers.
Update worklogs and follow escalation processes to route 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#Help Desk

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…

Se alla lediga jobb hos HCLTech Läs mer om HCLTech Webbplats