B.Tech Jobs / Fresher
Fresher – Business Analyst – HCL Full Time
Applications have closed
Job Summary
- Location: Chennai
- Project role: Business analyst
- Qualification: B-Tech
- Experience: 0-2.5 Years
- Skills: SERVICE DESK
- No. of positions: 1
Job Description:
” Communication Listening, Writing, Verbal, Non-verbal, Questioning Knowledge Technical, Business, ITSM (useful) Customer service Troubleshooting, Problem solving Increased numbers of incidents and service requests resolved The potential to restore services faster The potential to improve customer satisfaction Provides an opportunity for analysts to educate customers to be more self-sufficient Time management Personal organizational skills”
- 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.
