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About the Company: HCL Technologies Limited is a global IT services company, headquartered in Noida, Uttar Pradesh, India. Originally the research and development division of HCL Limited, it emerged as an independent company in 1991 when HCL Limited ventured into the software services business.
HCL Technologies offers services including IT consulting, enterprise transformation, remote infrastructure management, engineering and R&D, and business process outsourcing (BPO)
Official Website: www.hcl.com
Job Position: Analyst
Experience Needed: 1 – 3 Years
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Degree Needed: BE/ B.Tech – Any Stream
Job Location: Noida
About the Job:
To resolve assigned tickets in adherence to agreed SLA and quality standards of the company
- To maintain high login Efficiency (Availability) for customers
- To resolve tickets 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 update worklogs and follow shift/ escalation process and process compliance
- Work on value adding activities such Knowledge base update & self development
Skills Needed: Infrastructure Management Services (IMS)-Process-ITIL
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