About
Overview
HCLTech is a global technology company, home to more than 221,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for financial services, manufacturing, life sciences and healthcare, technology and services, telecom and media, retail and CPG, and public services. Consolidated revenues as of the 12 months ending September 2023 totaled $12.9 billion. To learn how we can supercharge progress for you, visit hcltech.com.
Website: http://www.hcltech.com
Industry: IT Services and IT Consulting
Experience: Fresher
Company size: 10,001+ employees and 254,432 associated members.
Headquarters: Noida, Uttar Pradesh
Founded: 1991
Job Description
Analyst
Job Summary
- Location: Madurai
- Project role: Analyst
- Qualification: B-Tech
- Experience: 0-2.5 Years
- Skills: SERVICE DESK
- No. of positions: 1
Job Description:
Provides both technical and application-specific support to users of specific applications and the necessary expertise in technology, in accordance with the tasks specified in this document Dealing with specific SAP issues through fast processing of Cases (Incidents, Service requests, and Changes) Taking ownership of cases: This includes, where applicable, the immediate solution of the received Cases or the forwarding to additional 2nd-level support areas and tracking the lifecycle of the Cases Achieving a high degree of user satisfaction through competent, friendly handling of user interaction and Service delivery in accordance with the defined quality standard
- To maintain high login efficiency (availability) for customers.
- 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 the agreed SLA of ticket volume and time.
- To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff, as the case may be.
- Work on value-adding activities such as knowledge base updates and self-development.
- To ensure a positive customer experience and CSAT through first-call resolution and minimum average handling time (AHT), reject resolutions or reopen cases.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
