Overview
Job Summary
This role involves resolving assigned tickets and providing L1 remote desktop support in line with agreed SLAs and the company's quality standards.
Key Responsibilities
- Provide level 1 remote desktop support to resolve tickets and diagnose and fix hardware, software and network problems by telephone, email or chat within the agreed ticket volume and time SLAs.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
- Ensure a positive customer experience and CSAT through First Call Resolution, minimum average handling time (AHT), and reducing rejected resolutions and reopened cases.
- Maintain high login efficiency (availability) for customers.
- Update worklogs and follow shift and escalation processes, escalating complex problems to the appropriate specialists or routing them to 2nd and 3rd level IT support staff as needed.
- Take part in value-adding activities such as knowledge base updates and self-development.
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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.
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Websitehcltech.com