Analyst -Help Desk

    HCL Technologies Ltd.
    Luzerne, PA
    Full-time, Part-time

    Job Description

    To resolve tickets in adherence to agreed SLA and quality standards (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development

    Experience

    0-2.5 Years

    Qualification

    Diploma

    No. of Positions

    1

    Skill (Primary)

    Support Competencies (C3i DPO)-Support (C3i DPO)-Customer Service

    Country

    USA

    Employee Group

    Business Line Hourly

    City

    Luzerne County

    Entity

    INFRA

    Auto req ID

    676814BR

    Removal Date

    28-Apr-2021

    Posting ID: 556732844Posted: 2020-05-22