Technical Specialist
HCL
5 - 5 years
Chennai
Posted: 3/17/2025
Job Description
Job description:
Audit ticket handling \\r\\n\\r\\nPerform ticket analysis \\r\\n\\r\\nIdentify Top call drivers contributing to ticket volume to L1 Service Desk \\r\\n\\r\\nCohesively work with H&S Behavioral Change Management (OCM/BCM) team and prepare an improvement plan to improve user adoption \\r\\n\\r\\nReview and analyze the automation script in proposed AEX CVA Chatbot. \\r\\n\\r\\nWeekly, monthly, and quarterly reporting \\r\\n\\r\\nWork in tandem with H&S owned Sumo Logic admin and recommend best practices and assist in building the used cases to be implemented in Sumo Logic.
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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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