Administrator

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Seeking a Network Support professional responsible for handling escalations, performing root cause analysis, and resolving tickets within agreed SLA. Adherence to quality standards, regulatory requirements, and company policies is essential. Value adding activities such as knowledge base update, management, training and coaching are also part of the role. The main focus is to ensure a positive customer experience through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Network Data

To provide support for on call escalations and doing root cause analysis of given issue
To independently resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards, regulatory requirements and company policies
Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.

Set alert for similar jobsAdministrator role in Texas City, United States

Company

HCLTech

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

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