Sr Analyst

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps · Systems Engineering

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HCLTech is seeking a Sr Analyst to provide L1 remote desktop support in Gautam Buddha Nagar, Uttar Pradesh, India. Responsibilities include troubleshooting hardware, software, and network issues, adhering to SLAs and quality standards, and ensuring a positive customer experience. The role involves updating worklogs, escalating complex problems, and contributing to knowledge base updates.

Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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#analyst#remote support#IT support#troubleshooting#customer service#Gautam Buddha Nagar#India