Service Desk Engineer L1 & L2 HCL
HCL
Office Location
Full Time
Industry Type - IT - Software
Category: Others
Experience: 1 - 5 years required
Pay: INR 600000 - INR 700000 /year
Type: Full Time
Location: Chennai,Hyderabad
Skills: Help Desk / Desktop Support (Tier 1), Help Desk / Desktop Support (Tier 2)
About HCL
HCL Technologies is a global technology company of the next generation that assists enterprises in reimagining their businesses for the digital age. Our technology products and services are founded on four decades of innovation, a world-famous management philosophy, a strong culture of invention and risk-taking, and an unwavering commitment to customer relationships.?
Job Description
Roles & Responsibilities.
- To maintain high login Efficiency (Availability) for customers
- To resolve tickets 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 or Reopen Cases
- To update worklogs and follow shift for escalation process and process compliance.
Skills Required:
- Good Communication with International Voice Support experience.
- 24*7 shifts
- Experience in Troubleshooting Active Directory, RSA Token, VPN, Citrix, VDI related issues.
- Basic knowledge on MS office
- Candidates who worked or working for Banking and financial industry.
- 2 rounds of evaluations are required -1st communication round (MS teams) & 2nd technical assessment by panel (Talview tool)