Sr Analyst
About the role
Job Summary
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Job Role : Senior Analyst
- English, German, Microsoft Windows
Job Summary : Service Desk
- English
Job Responsibilities : Service Desk
- English
Skill Requirement : Service Desk
- English
Key Responsibilities
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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.
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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 First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
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To maintain high login Efficiency (Availability) for customers.
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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.
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Work on value adding activities such Knowledge base update & self development.
Skill Requirements
null
Other Requirements
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Benefits and perks
•Learning Budget
Required skills
Service desk
Remote desktop support
Troubleshooting
Ticket handling
Customer support
Windows
Escalation process
Knowledge base
About HCL Technologies
Others
Headquarters