Senior analyst - cloud services

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  Location

  (INDIA) and Noida

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  Job Reference

  21483

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  Functional Area/Experience

  IT / Fresh Graduate

Job Description & Qualifications

HCL Technologies [HCLT] is a leading provider of business transformation, enterprise and custom applications, infrastructure management, business process outsourcing, and engineering services.

Qualification: B-Tech

Experience: 0-2.5 Years

Skills: TECHNICAL CONSULTANT

No. of positions: 1

Job description:

• 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 / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• 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.
• 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.
• Work on value adding activities such Knowledge base update & self development.