HCLTech→
Analyst (Support & Operations) at HCLTech in São Paulo, São Paulo, BR
Entry LevelOn-siteFull-timeSão Paulo, São Paulo, BR
Skills
remote desktop supportticket resolutionhardware troubleshootingsoftware troubleshootingnetwork troubleshootingsla managementworklog managementcustomer servicecommunicationproblem solvingattention to detailtime management
Job Description
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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