Help Desk Professional
5 days ago
We are HCLTech, a leading global technology company that helps businesses transform their operations and improve their bottom line. Our services range from IT consulting to application development and engineering services.
About the Role
This is an exciting opportunity to join our team as a Service Desk Analyst. In this role, you will be responsible for providing technical support to our customers through various communication channels. You will also be required to resolve tickets within agreed SLAs of ticket volume and time.
Responsibilities:
- To provide timely and effective assistance to customers through various communication channels.
- To adhere to quality standards, regulatory requirements, and company policies.
- To work on value-added activities such as Knowledge base update & management, Training freshers, coaching analysts.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
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