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.
Engineer – North Carolina
Job Description:
Continually improve the quality and cost effectiveness of IT services
Address IT service performance that is not meeting expectations
Produce options and recommendations for improvement, to implement and review
Customer feedback communication
Process Quality Benchmarking
Incident, Call, Interaction and E-mail/Chat monitoring
Employee surveys
KPI monitoring
Skill testing, Coaching and Mentoring
Account management reviews
Regular One-to-ones with Analysts
(1.) Contributes to special assignments to increase the maturity of the CoE, e.g. budgeting tool design
(2.) To analyze and prepare the data cuts as per review requirements
(3.) To contribute research and data gathering as and when, e.g. opening an operations in new geos
(4.) To put together data and slides from different sources for the whole function review with senior management
(5.) To understand the requirements of the customer from the process and application (HCL employees, managers, HR).
(6.) To update information and run validation to keep it current, e.g. PMS
Qualification :B.Tech
SERVICE DESK