IT Support Specialist
5 days ago
Job Description
We are seeking a skilled IT Support Specialist to join our team at HCLTech. As a key member of our technical support group, you will be responsible for providing excellent customer service and resolving complex technical issues related to mobility applications, desktop systems, and general IT services.
The ideal candidate will have in-depth knowledge of MS Office and O365, as well as experience with troubleshooting Outlook, VPN, Citrix, and VDI-related issues. Additionally, they should possess excellent communication skills, particularly with international customers, and be able to work efficiently under pressure to meet high-quality standards and SLAs.
Key Responsibilities:
- Maintain high efficiency in handling escalated calls from the L1 team
- Resolve tickets within agreed-upon SLAs for ticket volume and time
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies
- Ensure positive customer experiences and CSAT through defined resolution rates and minimum average handling times (AHT)
- Update worklogs and follow shift for escalation processes and compliance
- Handle all queues efficiently and work towards case closure
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