Online applications are invited for the Senior Analyst at HCL Tech, Madurai, Tamil Nadu. Check the job details below!
About HCL Tech
HCL Technologies is an Indian multinational information technology services and consulting company headquartered in Noida. It is a subsidiary of HCL Enterprise. Originally a research and development division of HCL, it emerged as an independent company in 1991 when HCL entered the software services business.
Job Description
- MS Office, Lotus Notes, Peregrine, CenterVu, Reporting Tools (Crystal Reports)
- Server Administration including Windows Server 2008, 2012, Active Directory, File and Print services, shares and Group Policy
- Responsible for managing all supervisors and team members, setting work expectations and leadership standards
- Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth and development within the department and company
- Plan and prioritize Team responsibilities and deliverables
- Create and analyze Performance Metrics and Trend Reporting
- Manage team to achieve and exceed set SLAs and goals
- Take action on SLA-impacting events & provide weekly and monthly snapshots to Manager
- Oversight, Tracking and Reporting of Supervisors and SMEs Goals and Responsibilities
- Performance Metrics and Trend Reporting
Responsibilities
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within the agreed SLA of ticket volume and time.
- To update work logs and follow shift escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be.
- Work on value-adding activities such as Knowledge base update and self-development.
- To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Qualifications
BTech/BE
Experience
0-2.5 Years
How to Apply?
Interested candidates can directly apply through this link.
Stipend
- ₹ 36,850 – ₹ 38,062/month
- Note: Salary information is taken from here.
Location
Madurai, Tamil Nadu
One Response
To work with a team in a
challenging and competitive
environment where I could
improve my knowledge,
capabilities and put them to
use for the development of
the organization and enable
me to make positive
contribution.