Analyst- Support & Operations

HCL Technologies is hiring for the role of Analyst- Support & Operations! Responsibilities of the Candidate: • To provide level 1 remote desktop support to resolve tickets /provide hardware/software/network problem diagnosis/resolution via telephone/email/chat within the 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 First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. • To update worklogs and follow the shift/ escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case may be. • Work on value-adding activities such as knowledge base update & self-development.