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Analyst (Support & Operations)
HCLTech —Gautam Budh Nagar, Uttar Pradesh
- Windows
1d

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Analyst (Support & Operations)

HCLTech -
Gautam Budh Nagar, Uttar Pradesh

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Job details

1 day ago

Qualifications

Windows
Remote access software
RDS database

Full job description

Gautam Buddha Nagar, Uttar Pradesh
Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Skill Required Service Desk.
Microsoft Windows, MS Remote Desktop Services (RDS)

Key Responsibilities

1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. 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.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

Skill Required Service Desk.
Microsoft Windows, MS Remote Desktop Services (RDS)

Other Requirements

Skill Required Service Desk.
Microsoft Windows, MS Remote Desktop Services (RDS)

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