Senior Analyst

Job title:

Senior Analyst

Company:

HCLTech

Job description

DesignationSenior AnalystNo. of Positions1Experience0-2.5 YearsSkill (Primary)DWP-USS-SERVICE DESKQualificationB-TechExpected Date of Closure08-May-2025Employee GroupBusiness Line FTJobAnalystJob Description (Posting).To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.Reporting Manager DesignationMANAGER

Expected salary

Location

Polska

Job date

Sat, 17 May 2025 22:59:47 GMT

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