GERMAN - Service Desk Analyst 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.

- 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 problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update & self-development.

📌 GERMAN Service Desk Analyst (Lucknow)
🏢 HCLTech
📍 Lucknow