Analyst (Support & Operations)
- HCL Technologies Limited
- São Paulo, Brazil
- SAR 50,000 – SAR 70,000
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- 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 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 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.
Skill Requirements
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Other Requirements
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Skills
- Remote Desktop Support
- IT Helpdesk Ticketing Systems
- hardware troubleshooting
- Software Troubleshooting
- Network Diagnostics
- Customer Service Skills
- SLA Compliance
