Job Description

INTERNATIONAL VOICE / NON VOICE is must

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Excellent Communication with International Voice Support experience.
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Hands on experience in Mobility related Application & Desktop/General system related issues
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Valuable experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
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In-depth experience knowledge on MS office/O365
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Experience in Telecom will be added advantage.
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Roles & Responsibilities.

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