Service Desk Analyst

1 week ago

Noida, India HCLTech Full time

INTERNATIONAL VOICE / NON VOICE is must- Excellent Communication with International Voice Support experience.- Hands on experience in Mobility related Application & Desktop/General system related issues- Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.- In-depth experience knowledge on MS office/O365- Experience 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 time- To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies- To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases- To update worklogs and follow shift for escalation process and process compliance- Handling all the queues efficiently and work towards case closure.

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