Desk Side Services (f/m/d)
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.
What you will do:
* Provide support for on call escalations and doing root cause analysis of given issue
* Independently resolve tickets within agreed SLA of ticket volume and time
* Adhere to quality standards, regulatory requirements and company policies
* Work on value adding activities such Knowledge base update & management, training freshers, coaching analysts to ensure positive customer experience and CSAT through
* First Call Resolution and minimum rejected resolutions / Reopen Cases
What we are looking for:
* Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
* To ensure positive customer experience and CSAT through first Call Resolution and minimum rejected resolutions / Reopen Cases.
* Support on Data recovery, Data transfer and Spare replacements.
* Incident Coordinator, L1, L2 Engineer should follow the Shift handover report which is already in place. Day end report should be prepared by the Site in-charge every day.
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status.