Job Description
Analyst (Support & Operations)
Noida, Uttar Pradesh
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. 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.
6. Work on value adding activities such Knowledge base update & self development.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. 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.
6. Work on value adding activities such Knowledge base update & self development.
Skill Requirements
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Other Requirements
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Information at a Glance
Provides Level 1 remote desktop support, diagnoses hardware, software, and network issues, resolves tickets within SLA, maintains worklogs, and escalates complex issues.
Key Responsibilities
- resolving tickets
- diagnosing problems
- escalating issues
Skills & Tools
Knowledge Base
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Noida, Uttar Pradesh, India
- Languages: English
About HCLTech
A global technology company delivering digital, engineering, cloud, AI, and technology services across major industries. — Industry: Information Technology