Analyst (Support & Operations)
VijayawadaFull-timeJunior levelPosted 1 week ago
Operations role at HCLTech in Vijayawada.
About the role
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
What you'll do
- Provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed…
- Adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases
- Maintain high login Efficiency (Availability) for customers
- 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…