Sr Analyst

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

I korthet

HCLTech is seeking a Sr Analyst in Madurai, Tamil Nadu, to provide L1 remote desktop support. Responsibilities include troubleshooting tickets, ensuring adherence to SLAs and quality standards, and maintaining high customer satisfaction through efficient issue resolution.

Ansvarsområden

Provide level 1 remote desktop support to resolve tickets.
Diagnose and resolve hardware, software, and network problems via telephone, email, or chat.
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).
Maintain high login efficiency (availability) for customers.
Update worklogs and follow shift/escalation processes to 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.

Krav

Proven experience in troubleshooting and resolving assigned tickets.
Experience in L1 remote desktop support.
Ability to diagnose and resolve hardware, software, and network issues.
Familiarity with adhering to Service Level Agreements (SLAs).
Proficiency in maintaining quality standards, including voice and accent.
Experience in ensuring customer satisfaction (CSAT) through First Call Resolution and managing Average Handling Time (AHT).
Ability to maintain high login efficiency (availability).
Skill in updating worklogs and following escalation processes.

Förmåner

Opportunity to supercharge your potential and find your career spark at HCLTech.
Be part of a global technology company with a presence in 60 countries.
Work with industry-leading capabilities in digital, engineering, cloud, and AI.
Collaborate with clients across various major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#IT Support#L1 Support#Remote Desktop Support#Troubleshooting#SLA Management#Hardware Support#Software Support#Network Support#Customer Experience#CSAT

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