Help Desk Analyst

2 weeks ago


Industrial Area, India HCLTech Full time

INTERNATIONAL VOICE / NON VOICE is mustExcellent Communication with International Voice Support experience.Hands on experience in Mobility related Application & Desktop/General system related issuesGood experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.In-depth experience knowledge on MS office/O365Experience 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 timeTo adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policiesTo ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen CasesTo update worklogs and follow shift for escalation process and process complianceHandling all the queues efficiently and work towards case closure.


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