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Senior Analyst

Company: HCL Technologies Ltd.
Location: Iowa City
Posted on: May 3, 2021

Job Description:

Job Description (Posting).

JD-deskside SERVICEIncident resolution and IMACD fulfillment. Ticket management. Must have significant experience in imaging and troubleshooting PC's as well as soft skills up to the VIP level. (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 or Reopen Cases (5.) To update worklogs and follow shiftor escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self development

Keywords: HCL Technologies Ltd., Iowa City , Senior Analyst, Other , Iowa City, Iowa

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