Opening for Service Desk | Nagpur
HCLTech is hiring for a Service Desk position in Nagpur, searching for candidates with robust international voice assistance and technical abilities in Active Directory, RSA Token, VPN, Citrix, and VDI troubleshooting. The function involves resolving client troubles in interior agreed SLAs, retaining excessive login efficiency, and making sure of highly satisfactory patron reviews through powerful communication and technical aid. Candidates must adhere to the best necessities, update work logs, and comply with escalation tactics. This is an excellent opportunity to sign up for a worldwide IT leader for its modern solutions and worker increase possibilities.
Role: Opening For Service Desk
Company: HCLTech
Experience: 1 – 4 years
Salary: Not Disclosed
Location: Nagpur
About Company
HCLTech is looking for a professional Service Desk expert with outstanding communique competencies and experience in international voice help. This function is vital in supplying technical help and troubleshooting help for diverse IT-associated problems, collectively with Active Directory, RSA Token, VPN, Citrix, and Virtual Desktop Infrastructure (VDI). The ideal candidate will own a fundamental expertise of MS Office and be adept at dealing with client interactions to make certain high levels of pride and performance.
Job Description
The Service Desk group serves as the first factor of touch for customers going through technical problems. This role requires a proactive approach to resolving consumer queries inside the stipulated Service Level Agreements (SLAs) at the same time as adhering to excellent necessities and organization pointers. The purpose is to ensure a first-rate consumer enjoys via manner of undertaking an immoderate charge of First Call Resolution (FCR) and preserving minimum commonplace managing time (AHT).
Roles and Responsibilities:
Maintain High Login Efficiency (Availability): As a Service Desk professional, preserving an excessive login performance is crucial. This method is available to address purchaser calls and requests constantly, making sure that customers no longer revel in extended wait times. The position needs you to manage some time efficaciously to assist on every occasion required, thereby contributing to the overall productivity of the team.
Resolve Tickets Within the Agreed SLA: The Service Desk is chargeable for resolving tickets or client issues in the agreed Service Level Agreement (SLA) time frame. This includes diagnosing troubles briefly, utilizing the correct troubleshooting techniques, and supplying solutions that solve the problem. It is critical to work effectively to manipulate rate tag extent and make certain that all client queries are addressed promptly.
Adhere to Quality Standards: Adhering to exceptional necessities is a key factor of the location. This consists of following set-up recommendations for voice and accessory all through consumer interactions, ensuring that technical troubleshooting is accomplished methodically, and complying with regulatory necessities and business enterprise guidelines. The position needs a hobby to detail and a determination to maintain high provider first-class in each client interaction.
Ensure Positive Customer Experience and CSAT: One of the primary goals of the Service Desk position is to make sure a excessive best consumer enjoy. This is carried out through First Call Resolution (FCR), where consumer problems are resolved throughout the preliminary touch, minimizing the need for follow-up calls. Additionally, keeping the common coping with time (AHT) low is important to maintain customer satisfaction. The position also involves minimizing rejected resolutions and reducing the extensive sort of times that want to be reopened, contributing to better Customer Satisfaction (CSAT) scores.
Update Worklogs and Follow Escalation Process: Keeping accurate and up-to-date worklogs is vital for tracking progress and keeping data on customer interactions. The Service Desk professional ought to study the hooked-up escalation approach every time a problem can not be resolved inside their potential. This guarantees that extra complex issues are addressed through higher-degree assist companies, preserving method compliance and green difficulty choice.
Shift Compliance: The function may additionally require working in shifts, depending on the support necessities. Adhering to shift schedules and ensuring a clean transition among shifts is crucial for keeping non-stassistanceist for customers.
Technical Skills and Knowledge:
Active Directory Troubleshooting: Proficient in troubleshooting troubles associated with Active Directory, which incorporates personal account control, password resets, and institution coverage problems.
RSA Token Management: Experience in dealing with RSA Tokens, consisting of issuing, resetting, and troubleshooting token-related troubles.
VPN and Citrix Support: Ability to troubleshoot VPN connectivity problems and offer aid for Citrix environments, making sure customers can get the right of entry to vital assets remotely.
VDI Support: Experience with Virtual Desktop Infrastructure (VDI) troubleshooting, making sure that customers can access their digital computer structures without interruptions.
MS Office Knowledge: Basic knowledge of MS Office gear, permitting powerful conversation and documentation.
Company Address:
- 50-53, Greams Road, First Floor, M.N. Office Complex, Chennai, Tamil Nadu, India
Benefits at HCLTech
Comprehensive Health Insurance: HCLTech offers extensive health insurance for employees and their households, ensuring get admission to scientific, dental, imaginative, and prescient care.
Career Development Programs: HCLTech provides professional development programs, consisting of training, certifications, and management improvement opportunities, allowing personnel to enhance their careers.
Work-Life Balance: HCLTech is committed to promoting artwork-life stability through bendyartworkk preparations, which include farawayartworkk options, and beneficiant go-away pointers.
Global Exposure: Employees at HCLTech have the opportunity to work on global initiatives, collaborate with worldwide organizations, and advantage exposure to diverse cultures and agency practices.
Employee Wellness Programs: HCLTech prioritizes employee well-being via numerous nicely being applications, together with fitness initiatives, highbrow fitness assistance, and well-being demanding conditions.
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