Business Analyst
HCL
0 - 3 years
Chennai
Posted: 3/17/2025
Job Description
Job description:
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 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 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.
- 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 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 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.
About Company
HCL Technologies, founded in 1976 by Shiv Nadar and headquartered in Noida, India, is a global leader in IT services and consulting. With a presence in over 50 countries and more than 225,000 employees, HCL provides a wide range of services, including IT and business solutions, engineering, R&D, cloud services, and digital transformation. The company caters to diverse industries like banking, healthcare, telecommunications, and manufacturing. Known for its Employee First philosophy, HCL emphasizes innovation, talent development, and customer-centric solutions, making it a key player in the global technology landscape with annual revenues exceeding $12 billion.
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