
Service Support Professional
2 weeks ago
Job Summary
">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.
">Key Responsibilities
">- ">
- 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.">
Requirements
">- ">
- 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.">
About Our Company
">HCLTech is a leading global technology company that helps businesses innovate and grow in a fast-changing world.
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