Senior Analyst Job in Noida at HCL Technologies Limited (HCL)

HCL is hiring for the role of Senior Analyst!

Responsibilities of the Candidate:

• Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions, or Reopen Cases
• Maintain high login Efficiency (Availability) for customers
• Provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone email or chat within the agreed SLA of ticket volume and time
• Update work logs and follow shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be
• Work on value-adding activities such as knowledge base update and self-development
• Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies

Requirements:

• Qualification: B.Tech