Job Summary

1. SLA Management 2. Incident Queue Management 3. New Hire Equipment Ticket Coordination 4. Gathering Information from Customer 5. Great Communication Skills Minium Experience :- 1 – 2 years of customer support. (1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time. (5.) To update work logs and follow shift escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self-development

Key Responsibilities

1. SLA Management 2. Incident Queue Management 3. New Hire Equipment Ticket Coordination 4. Gathering Information from Customer 5. Great Communication Skills Minium Experience :- 1 – 2 years of customer support. (1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time. (5.) To update work logs and follow shift escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self-development

Skill Requirements

1. SLA Management 2. Incident Queue Management 3.



Current Hire Equipment Ticket Coordination 4. Gathering Information from Customer 5. Great Communication Skills Minium Experience :- 1 – 2 years of customer support. (1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time. (5.) To update work logs and follow shift escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self-development

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Good to Have Skill

Other Requirements

1. SLA Management 2. Incident Queue Management 3. New Hire Equipment Ticket Coordination 4. Gathering Information from Customer 5. Great Communication Skills Minium Experience :- 1 – 2 years of customer support. (1.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time. (5.) To update work logs and follow shift escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self-development

📌 SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (India)
🏢 HCLTech
📍 India