Posted by HCL Technologies is an Indian multinational information technology services and consulting company, headquartered in Noida, Uttar Pradesh, India. It is a subsidiary of HCL Enterprise.
Analyst -Help Desk
Job Description:
(1.) To maintain high login Efficiency (Availability) for customers
(2.) To resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases
(5.) To update worklogs and follow shiftor escalation process and process compliance
(6.) Work on value adding activities such Knowledge base update and self development