Hcltech Job Openings For It Service Desk Noida/chennai/bangalore
- HCLTech
- 3 - 6 years
- Noida, Gurugram
- 25 days ago
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Job Description
Required - Exp 3 Yrs 6 Yrs
Education Any Graduation
Location Noida/Chennai/Bangalore
- Excellent Communication with International Voice Support experience.
- Extensive experience in Troubleshooting Hardware/Software related issues.
- Extensive experience in IT Infrastructure
- Knowledge of ITIL.
- Extensive experience on MS office/O365 and reporting.
- People Management and Team Handling Ability.
Roles & Responsibilities.
- To maintain high efficiency in handling escalated calls from L1 team.
- To ensure that tickets are resolved 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 defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
- Act as a point of contact for concerned Stakeholders, providing timely and accurate information and updates.
- Maintain a professional and empathetic demeanor, even in stressful situations.
- Take and maintain regular update for the Accounts. In depth knowledge for the process and standards.
- Create and update reports and keep the database updated with the recent information.
- Contribute to the continuous improvement of service delivery.
- Minimum experience of handling a team of 5 members.
- Provide direction and support to team members, ensuring they understand their roles and responsibilities.
- Facilitate effective communication within the team and with other departments, ensuring that information is shared accurately and timely.
- Track team performance, provide constructive feedback, and implement strategies for improvement.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: HCLTechLocation(s): Noida, Gurugram
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Keyskills: Service Desk IT Service Desk Ticketing Tools Technical Helpdesk Technical Support International Technical Support Technical Voice Process International Voice
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