The Job

Sr Analyst

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

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I korthet

This role involves providing Level 1 remote desktop support, troubleshooting and resolving assigned tickets for hardware, software, and network issues within agreed SLAs. The primary goal is to ensure a positive customer experience through efficient problem resolution and adherence to quality standards.

Ansvarsområden

  • Provide level 1 remote desktop support to resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/chat within agreed SLA of ticket volume and time.
  • Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
  • Maintain high login Efficiency (Availability) for customers.
  • Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff.
  • Work on value adding activities such Knowledge base update & self development.

Krav

  • Independently troubleshoot/resolve assigned tickets.
  • Provide L1 remote desktop support.
  • Adherence to agreed SLA and quality standards.

Önskade kvalifikationer

  • Experience in hardware/software/network problem diagnosis/resolution.
  • Familiarity with First Call Resolution and minimum average handling time (AHT).

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Support#Remote Desktop Support#L1 Support#SLA#Hardware#Software#Network
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Lucknow, India

Sökande

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