Analyst (Support & Operations)
HCL Technologies · Posted today
- Remote
- Remote
- Full-time
- 1-3 yrs
About the role
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- 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.
- To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case may be.
- Work on value-adding activities such as Knowledge base update & self-development.
Skill Requirements
- null
Other Requirements
- null
Skills
- Remote Desktop Support,Ticket Resolution,Customer Experience,SLA Adherence,Problem Diagnosis
Skills
Remote Desktop SupportTicket ResolutionCustomer ExperienceSLA AdherenceProblem Diagnosis