The Job

Sr Analyst

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

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I korthet

As a Sr Analyst in Nagpur, India, you will provide L1 remote desktop support, troubleshooting hardware, software, and network issues within service level agreements. Your role involves ensuring customer satisfaction through effective problem resolution and maintaining high availability.

Ansvarsområden

  • Provide level 1 remote desktop support to resolve tickets, including hardware, software, and network problem diagnosis and resolution via telephone/email/chat within agreed SLA.
  • Adhere to quality standards, 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.
  • Engage in value-adding activities like Knowledge base updates and self-development.

Krav

  • Independently troubleshoot/resolve assigned tickets.
  • Provide L1 remote desktop support.
  • Adhere to agreed SLA and quality standards.
  • Achieve First Call Resolution and minimum average handling time (AHT).
  • Maintain high login efficiency (Availability).

Önskade kvalifikationer

  • Work on value adding activities such Knowledge base update & self development.
#IT Support#Remote Desktop Support#SLA#Hardware#Software#Network#Troubleshooting#Customer Experience#First Call Resolution#Knowledge Base
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

Distans

Erfarenhetsnivå

Mellannivå

Platser

Nagpur, India

Sökande

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