Service Support Professional

2 weeks ago


Bareilly, Uttar Pradesh, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000

Job Summary

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We are seeking an experienced Service Desk Analyst to fill this role. In this position, you will be responsible for providing high-quality technical support to our customers.

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Key Responsibilities

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  • Maintain efficiency in handling escalated calls from the L1 team.">
  • Resolve tickets within agreed SLAs of ticket volume and time.">
  • Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.">
  • Evaluate customer experience and CSAT through defined resolution rates and minimum average handling times (AHT).">
  • Update worklogs and follow shift for escalation processes and process compliance.">
  • Efficiently handle all queues and work towards case closure.">
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Requirements

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  • Excellent communication with international voice support experience.">
  • Hands-on experience in mobility-related applications and desktop/general system issues.">
  • Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.">
  • In-depth knowledge of MS Office/O365.">
  • Experience in telecom is an added advantage.">
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About Our Company

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HCLTech is a leading global technology company that helps businesses innovate and grow in a fast-changing world.



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