Overview
Job Summary
To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- Provide level 1 remote desktop support to resolve tickets and perform hardware, software, and network problem diagnosis or resolution via telephone, email, or chat within agreed SLA of ticket volume and time.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, and reopen cases.
- Maintain high login efficiency (availability) for customers.
- Update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as needed.
- Work on value-adding activities such as knowledge base updates and self-development.
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Key Skills
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Education Requirements
- Not specified
Eligible Batch Years
HCLTech
HCLTech is a leading global technology company headquartered in Noida, India, providing a wide range of IT services and solutions to enterprises across industries. Founded in 1976, the company has grown into one of the largest multinational IT service providers, employing over 220,000 professionals in more than 60 countries. HCLTech's mission is to supercharge progress for its clients by delivering innovative digital, engineering, cloud, and AI-powered solutions that enable transformation and sustainable growth.
Renowned for its strong engineering heritage and customer-centric approach, HCLTech operates across sectors including financial services, manufacturing, life sciences, healthcare, retail, and telecommunications. The company has been recognized for its robust digital transformation capabilities and strategic partnerships with leading technology providers such as Microsoft, Google Cloud, and AWS. In recent years, HCLTech has reported significant revenue growth, expanded its global delivery network, and launched sustainability initiatives aimed at reducing carbon emissions and fostering inclusive workplaces.
Company Details
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Websitehcltech.com