HCLTech is seeking an Analyst in Support & Operations to provide L1 remote desktop support. The role involves resolving tickets, adhering to quality standards, and ensuring a positive customer ...
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2 Hcl Tech Desktop Support Jobs Hiring Near You
HCLTech is seeking an Analyst in Support & Operations to provide L1 remote desktop support. The role involves resolving tickets, adhering to quality standards, and ensuring a positive customer ...
New
Provide customer facing end-user support that includes: * Install and Configure desktops, laptops ... hcltech.com for investigation. A candidate's pay within the range will depend on their skills ...
Provide customer facing end-user support that includes: * Install and Configure desktops, laptops ... hcltech.com for investigation. A candidate's pay within the range will depend on their skills ...
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Job description
Job Summary:
HCLTech is seeking an Analyst in Support & Operations to provide L1 remote desktop support. The role involves resolving tickets, adhering to quality standards, and ensuring a positive customer experience.
Responsibilities:
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• 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.
Qualifications:
Required:
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• 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.
Company:
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation. Founded in 1976, the company is headquartered in Noida, IND, with a team of 10001+ employees. The company is currently Late Stage.
HCLTech is seeking an Analyst in Support & Operations to provide L1 remote desktop support. The role involves resolving tickets, adhering to quality standards, and ensuring a positive customer experience.
Responsibilities:
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• 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.
Qualifications:
Required:
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• 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.
Company:
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation. Founded in 1976, the company is headquartered in Noida, IND, with a team of 10001+ employees. The company is currently Late Stage.
About HCLTech
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Industry
It services
Company size
10,000+ Employees
Headquarters location
Sunnyvale, CA, US