Job Information
Job Description
QUALIFICATION:
- Keywords for searching Profiles .
- Helpdesk Senior Analyst
- Relevant Experience : in years
- 4-7 years
- Senior Analyst
Description
Handle L1 troubleshooting through Chat and Self Serve Tickets
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills both verbal & Written
Customer-oriented and cool-tempered
Flexible to work 24X7
BSc/BA in IT, Computer Science or relevant field
Primary Skill
Helpdesk, Good Communication, L1 Troubleshooting skills.
Location Details including Post code for onsite if not HCL center : (Optional)
Frisco, Texas
(1.) To maintain high login Efficiency (Availability) for customers.
(2.) To resolve tickets within agreed SLA of ticket volume and time.
(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
(5.) To update worklogs and follow shift/ escalation process and process compliance.
(6.) Work on value adding activities such Knowledge base update & self development.
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