Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Microsoft Windows, English, German

Job Summary
To resolve assigned tickets/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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4.



To maintain high login Efficiency (Availability) for customers.
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
Job Role :Analyst - English, German, Microsoft Windows
Job Summary :Service Desk - English
Job Responsibilities :Service Desk - English
Skill Requirement :Service Desk - English
Other Requirement :Service Desk - English
Other Requirementsnull

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