Job DescriptionINTERNATIONAL VOICE / NON VOICE is must
N
n
Excellent Communication with International Voice Support experience. N
Hands on experience in Mobility related Application & Desktop/General system related issues N
Positive experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues. N
In-depth experience knowledge on MS office/O365 N
Experience in Telecom will be added advantage. N

nRoles & Responsibilities.
N
n
To maintain high efficiency in handling escalated calls from L1 team. N
To resolve tickets within agreed SLA of ticket volume and time N
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies N
To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases N
To update worklogs and follow shift for escalation process and process compliance N
Handling all the queuesefficiently and work towards case closure. N

📌 Service Desk Analyst Faridabad
🏢 HCLTech
📍 Faridabad