HCLTech Job Openings For IT Service Desk Noida

Required - Exp 3 Yrs – 6 Yrs Education – Any Graduation Location – Noida Excellent Communication with International Voice Support experience. Extensive experience in Troubleshooting Hardware/Software related issues. Extensive experience in IT Infrastructure Knowledge of ITIL. Extensive experience on MS office/O365 and reporting. People Management and Team Handling Ability. Roles & Responsibilities. To maintain high efficiency in handling escalated calls from L1 team. To ensure that tickets are resolved within agreed SLA of ticket volume and time To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases Act as a point of contact for concerned Stakeholders, providing timely and accurate information and updates. Maintain a professional and empathetic demeanor, even in stressful situations. Take and maintain regular update for the Accounts. In depth knowledge for the process and standards. Create and update reports and keep the database updated with the recent information. Contribute to the continuous improvement of service delivery. Minimum experience of handling a team of 5 members. Provide direction and support to team members, ensuring they understand their roles and responsibilities. Facilitate effective communication within the team and with other departments, ensuring that information is shared accurately and timely. Track team performance, provide constructive feedback, and implement strategies for improvement.