Service Desk Analyst

4 weeks ago


Kurnool, Andhra Pradesh, India HCLTech Full time

INTERNATIONAL VOICE / NON VOICE is must

  • Excellent Communication with International Voice Support experience.
  • Hands on experience in Mobility related Application & Desktop/General system related issues
  • Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
  • In-depth experience knowledge on MS office/O365
  • Experience in Telecom will be added advantage.

Roles & Responsibilities.

  • To maintain high efficiency in handling escalated calls from L1 team.
  • To resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
  • To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
  • To update worklogs and follow shift for escalation process and process compliance
  • Handling all the queues efficiently and work towards case closure.


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