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
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.
Skill Requirements
Service Desk Good communication Basic knowledge of Application & Windows troubleshooting Basic knowledge of H/W & N/W Positive knowledge of ITSM tools ANALYST/SR ANALYST Basic knowledge of Application & Windows troubleshooting Basic knowledge of H/W & N/W Good knowledge of ITSM tools
Other Requirements
Service Desk Valuable communication Basic knowledge of Application & Windows troubleshooting Basic knowledge of H/W & N/W Good knowledge of ITSM tools ANALYST/SR ANALYST Basic knowledge of Application & Windows troubleshooting Basic knowledge of H/W & N/W Valuable knowledge of ITSM tools
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📌 Sr Analyst Gautam Buddh Nagar (India)
🏢 HCLTech
📍 India
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