Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: L1 service desk, English

Job Summary
L1 service desk resource work on chat/call support and assist user with Technical and Non-Technical issues.

Key Responsibilities
1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
(3.) To maintain high login Efficiency (Availability) for customers.
• (4.) 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.
• (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
L1 service desk
Other Requirements
English

📌 Analyst (Support & Operations) (Nagpur)
🏢 HCL Technologies
📍 Nagpur