Analyst (Support & Operations)
About the role
Job Summary
The Service Desk Agent (English) acts as the first point of contact for end users, providing Level 1 IT support across voice, email, and chat channels. The role focuses on incident resolution, request fulfillment, customer satisfaction, and SLA adherence, while ensuring professional communication and accurate documentation within the ITSM system.
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
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Other Requirements
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Required skills
Design
Communication
About HCL Technologies
Trivandrum
Headquarters