Senior IT Support & Incident Operations Specialist

HCL Technologies Limited; Borkowice; On-site; PLN 48,000 - 60,000; Full time

Job summary

HCL Technologies Limited is seeking a skilled technical support professional to troubleshoot complex incidents, perform root cause analysis and safeguard customer satisfaction. The role emphasizes collaboration with analysts and cross-functional teams to resolve issues efficiently and securely.

Joining HCLTech means joining a global technology leader with a strong focus on delivering industry-leading services and continued learning for its people, while ensuring excellent customer outcomes

Qualifications

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Job description

HCL Technologies Limited is seeking a skilled technical support professional to troubleshoot complex incidents, perform root cause analysis and safeguard customer satisfaction. The role emphasizes collaboration with analysts and cross-functional teams to resolve issues efficiently and securely.

Joining HCLTech means joining a global technology leader with a strong focus on delivering industry-leading services and continued learning for its people, while ensuring excellent customer outcomes