SPANISH Service Desk Analyst

HCLTech; Lucknow; On-site; INR 223,200 - 334,800; Full time

Job summary

A leading technology services company in Lucknow is looking for a candidate to provide Level 1 remote desktop support. The role involves troubleshooting and resolving tickets, ensuring adherence to quality standards, and maintaining a positive customer experience. Responsibilities include diagnosing hardware, software, and network problems via various communication methods. The ideal candidate should be dedicated to achieving high efficiency and updating knowledge bases as part of self-development.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network issues.
• Adhere to quality standards and regulatory requirements.
• Ensure positive customer experience through First Call Resolution and minimum AHT.

Job description

Overview

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

• 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.
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• 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.
• Work on value adding activities such Knowledge base update & self-development.