HCL Technologies Limited
Bangalore, IN · Remote · Full-time
Senior Analyst – Service Desk
Posted 29 days ago
- Location
- Bangalore, IN
- Work mode
- Remote
- Employment
- Full-time
- Experience
- Senior
About the role
Key Responsibilities Provide Level 1 remote desktop support through phone, email, and chat. Diagnose and resolve hardware, software, and network-related issues within defined SLAs. Handle service desk tickets and ensure timely and accurate resolution. Maintain quality standards related to technical support, communication, and process compliance. Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT). Minimize rejected resolutions, reopened tickets, and repeat i…
Requirements
- Level 1 remote desktop support experience
- Service desk ticket handling experience
- Ability to troubleshoot hardware/software/network
- Ability to meet SLA targets
- Experience driving first call resolution and AHT
Skills
- level 1 remote desktop support
- ticket handling
- slas
- hardware troubleshooting
- software troubleshooting
- network troubleshooting
- service desk
- first call resolution
About the company
HCL Technologies Limited
Posted via Adzuna
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