Description
Service Desk support agent HCL is now searching driven ambitious IT technicians for servicedesk employment. Employee will work in Servicedesk environment handling the internal support for customer, troubleshooting, problem-solving and guiding users.
The customer is an insurance and banking company.
Work tasks Main tasks will be troubleshooting and solving incidents reported to the Service desk.
You will investigate and solve issues with internal application within the servicedesk scope, categorize, prioritize and escalate tickets.
Work will also include guiding users through standard Microsoft desktop software.
The person we are searching for has worked within a servicedesk or done likewise IT support/work for two to three years minimum. We believe you have some sort of IT education or likewise experience.
You have knowledge of working in a windows environment supporting Windows 7.
You are also confident within the Microsoft Office applications.
We also be
(1.) To maintain high login Efficiency (Availability) for customers
(2.) To resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/Reopen Cases
(5.) To update worklogs and follow shift/escalation process and process compliance
(6.) Work on value adding activities such Knowledge base update & self development