Description
HCL is actively seeking freshers for the position of Analyst. This opportunity is open to Bachelor’s of Engineering or Technologies graduates from any batch. Below are additional details:
About
HCL is hiring for the role of an Analyst who will be responsible for maintaining high login efficiency (availability) for customers. The role involves providing level 1 remote desktop support to resolve tickets, hardware, software, or network problems through telephone, email, or chat within agreed SLAs. The Analyst will update worklogs, follow shift escalation processes, and escalate complex problems to appropriate support specialists. Additionally, the role includes working on value-adding activities such as knowledge base updates and self-development, adhering to quality standards, regulatory requirements, and company policies.
Responsibilities
- To maintain high login efficiency (availability) for customers.
- Providing level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis or resolution via telephone, email, or chat within agreed SLA of ticket volume and time.
- Updating worklogs and following shift escalation processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as needed.
- Working on value-adding activities such as knowledge base updates and self-development.
- Adhering to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
- Ensuring positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, or reopen cases.
Skills
- Incident Management
Experience
- 0-2.5 Years
Eligibility Criteria
- Bachelor’s
Job Type
- Analyst
Location
- Madurai, India
