HCLTech
Others, Metro Manila Job Summary To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. Key Responsibilities 1 . To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. 2 . To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. 3 . To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. 4 . To maintain high login Efficiency (Availability) for customers. 5 . To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. 6 . Work on value adding activities such Knowledge base update & self development. Skill Requirements Job Role : Senior Analyst - English, German, Microsoft Windows Job Summary Service Desk - English Job Responsibilities : Service Desk - English Skill Requirement : Service Desk - English
HCLTech
