|Job Role||System Analyst|
HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India’s original IT garage start ups, the HCL enterprise currently comprises of three companies in India – HCL Technologies, HCL Info systems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL”s offerings span a wide range of software and hardware services and solutions including R&D, technology services, enterprise and applications consulting, Remote Infrastructure Management, IT hardware, systems integration, distribution of technology and telecom products
- Must have completed BE/B Tech from a recognised university
- Should have an aggregate of 60% through out academics
- Must maintain high login Efficiency (Availability) for customers.
- Must resolve tickets within agreed SLA of ticket volume and time.
- Should update work logs and follow shift/ escalation process and process compliance.
- Must work on value adding activities such Knowledge base update & self development.
- Must adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- Should ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- Must have good troubleshooting the issues related to ad servicing
- Must provide email based technical support to clients in different goes – 24*7
- Should follow the workflow & adhere to SLAs – TFR, TRT, TAT, and FCR
- Must maintain high customer satisfaction
- Must help with research and troubleshooting of tough tickets
- Should have knowledge Gap Reduction
- Must process improvement & Escalations management
- Must have product support/Application Support experience
- Must have troubleshooting the issues related to ad servicing
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