Sr Analyst
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support
I korthet
This role involves providing L1 remote desktop support to resolve tickets, diagnose hardware/software/network issues, and ensure adherence to SLAs and quality standards. The Sr Analyst will focus on achieving first call resolution, maintaining high availability, and updating work logs while contributing to knowledge base development.
Ansvarsområden
- Provide level 1 remote desktop support to resolve tickets via telephone/email/chat within agreed SLA.
- Diagnose and resolve hardware, software, and network problems.
- Adhere to quality standards, regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time.
- Maintain high login efficiency (availability) for customers.
- Update worklogs and follow shift/escalation processes.
- Escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff.
- Engage in value-adding activities such as knowledge base updates and self-development.
#remote desktop support#L1 support#SLA#hardware#software#network#IT support
Företag
HCLTech
Publicerade jobb
för 3 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Mellannivå
Platser
Chennai, India
Sökande
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