Risk compliance

HCL Technologies Limited; Madurai District; Hybride; INR 250 000 - 400 000; Plein temps

Résumé du poste

HCL Technologies Limited in India is seeking an L1 remote desktop support professional to independently troubleshoot and resolve assigned tickets within defined SLA, providing remote assistance for hardware, software and network issues.

The role emphasizes quick issue resolution, adherence to quality standards, excellent CSAT, timely worklog updates, and ongoing knowledge base contributions and self-development.

Responsabilités

• 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.
• 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 / Reopen Cases.
• Maintain high login Efficiency (Availability) for customers.
• Update worklogs and follow shift/ escalation process to escal…?
• Work on value adding activities such Knowledge base update & self development

Description du poste

Role & responsibilities

Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

• 1. 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.
• 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• 4. To maintain high login Efficiency (Availability) for customers.
• 5. To update worklogs and follow shift/ escalation process to escal…?
• 6. Work on value adding activities such Knowledge base update & self development