Service Desk Analyst HCLTech

About HCLTech

Job Description

As an ideal candidate for this position, you must have experience in International Voice Support, along with excellent communication skills. Your responsibilities will include handling escalated calls from the L1 team efficiently and ensuring timely resolution of tickets within the agreed SLA. It is essential to maintain high quality standards, adhere to regulatory requirements and company policies, and provide a positive customer experience through defined resolution rates and minimum average handling time. Additionally, you should have hands-on experience in handling Mobility related Applications, Desktop/General system issues, troubleshooting Outlook, VPN, Citrix, VDI related problems, and possess in-depth knowledge of MS Office/O365. Experience in Telecom will be considered an added advantage. Your primary goal will be to maintain high efficiency in resolving customer issues, updating worklogs, following the escalation process, and ensuring process compliance. Your dedication to handling all queues efficiently and working towards the closure of cases will be crucial for the success of this role.,