Lead Specialist

1 week ago

Bengaluru, Karnataka, India HCL Technologies Full time ₹ 2,00,000 - ₹ 6,00,000 per year
Job Description
Domain-Service desk
Sub domain-English (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Job Description (Posting).
Domain-Service deskSub domain-English (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases To maintain high login Efficiency (Availability) for customers To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be Work on value adding activities such Knowledge base update & self development.

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