HCL Technologies Limited Hiring For SENIOR ANALYST at Madurai

Job Description (Posting)

MS Office, Lotus Notes, Peregrine, CenterVu, Reporting Tools (Crystal Reports)
Server Administration including Windows Server 2008, 2012, Active Directory, File and Print services, shares and Group Policy.
Responsible for managing all supervisors and team members, setting work expectations and leadership standards.
Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth, and development within the department and company.
Plan and prioritize Team responsibilities and deliverables.
Create and analyze Performance Metrics and Trend Reporting.
Manage team to achieve and exceed set SLA’s and goals.
Take action on SLA impacting events & provide weekly and monthly snapshot to Manager.
Oversight, Tracking and Reporting of Supervisors and SMEs Goals and Responsibilities.
Performance Metrics and Trend Reporting:

1. To maintain high login Efficiency (Availability) for customers.
2. To provide level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis or resolution via telephone, email, or chat within agreed SLA of ticket volume and time.
3. To 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 the case may be.
4. Work on value-adding activities such as Knowledge base update and self-development.
5. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
6. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, or Reopen Cases.

Qualification

B Tech, B.E, B.Tech, B-Tech

Skill (Primary)

DWP-USS-SERVICE DESK