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Peoria

    analyst - Peoria, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Peoria, United States

    Found in: Lensa US 4 C2 - 2 hours ago

    Default job background
    Description

    Job Description (Posting).

    L1 for SD/English (1.) To maintain high login Efficiency (Availability) for customers.

    (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.

    (3.) 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 be.

    (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

    (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.


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