Analyst (Support & Operations)
- | Pune, MaharashtraThiruvananthapuram, Kerala
Job Summary:
- To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities:
- 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.
📌 Analyst (Support & Operations) (Pune)
🏢 HCLTech
📍 Pune
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