Sr Analyst
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support
I korthet
As a Sr Analyst in Chennai, India, you will provide L1 remote desktop support, troubleshooting hardware, software, and network issues within agreed SLAs. Your role involves ensuring high customer satisfaction through efficient ticket resolution and maintaining high availability, with opportunities for self-development.
Ansvarsområden
- Provide level 1 remote desktop support via telephone/email/chat to resolve tickets.
- 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.
#IT Support#Remote Desktop Support#SLA#Hardware#Software#Network#Troubleshooting#Customer Experience#Knowledge Base
Företag
HCLTech
Publicerade jobb
för 3 veckor sedan
Anställningstyp
Heltid
Arbetsform
Distans
Erfarenhetsnivå
Medarbetare
Platser
Chennai, India
Sökande
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