Posted by HCL Technologies is an Indian multinational information technology services and consulting company headquartered in Noida. It is a subsidiary of HCL Enterprise. Originally a research and development division of HCL, it emerged as an independent company in 1991 when HCL entered into the software services business
Analyst/ Sr. Analyst – Canada
Job Description:
Conversion from TP to FTE
To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone ore mail or chat within agreed SLA of ticket volume and time.
To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self development.
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 or Reopen Cases.
Qualification:
Engineering
Experience : 0 – 2.5 yrs
Service Desk