Senior Analyst

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  Location

  (INDIA) and Madurai

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  Job Reference

  20062

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  Functional Area/Experience

  IT / Fresh Graduate

Job Description & Qualifications

HCL Technologies [HCLT] is a leading provider of business transformation, enterprise and custom applications, infrastructure management, business process outsourcing, and engineering services.

Leveraging its extensive global offshore infrastructure and network of offices in 26 countries, HCLT delivers solutions across a wide range of verticals such as financial services, manufacturing, consumer services, public services and healthcare.

Qualification: B-Tech

Experience: 0-2.5 Years

Skills: Network Remote Monitoring

Job Description:

• Provide first-level support for network-related incidents and requests.
• Assist in the installation, configuration, and maintenance of network equipment and services.
• Monitor network performance and troubleshoot issues to ensure optimal efficiency.
• Collaborate with cross-functional teams to implement network changes and upgrades.
• Document network configurations, procedures, and troubleshooting steps.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
• To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self development.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.