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Service Desk Analyst
HCLTechNoida, Uttar Pradesh, India30+ days ago
Job descriptionTo maintain high efficiency in handling escalated calls from L1 team. 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 defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases To update worklogs and follow shift for escalation process and process compliance Handling all the queues efficiently and work towards case closure.
INTERNATIONAL VOICE / NON VOICE is must
- Excellent Communication with International Voice Support experience.
- Hands on experience in Mobility related Application & Desktop / General system related issues
- Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
- In-depth experience knowledge on MS office / O365
- Experience in Telecom will be added advantage.
Roles & Responsibilities.
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Service Desk Analyst • Noida, Uttar Pradesh, India
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