Job Description

Designation

Analyst

No. of Positions

1

Experience

0-2.5 Years

Skill (Primary)

DWP-USS-SERVICE DESK

Qualification

B-Tech

Expected Date of Closure

26-Sep-2023

Employee Group

Business Line FT

Job

L1-Analyst

(Posting).

VERSANT CERTIFIED CANDIDATES
Provide remote support in French and troubleshoot technical issues
Provide quarterly content feed to include knowledge articles, videos, and attachments is compatible with the portal
Level 1 Support and Updating Incident Management System
Manage ACD, email, portal and chat queue balancing, resource planning, survey and related operational systems to provide tier 1 support for all Service Provider-supported digital capabilities.
Perform incident/request identification, reporting, logging of records, initial resolution, tracking of ticket, reporting and ticket status.
Record all actions related to tickets (e.g. response, status, and resolution or escalation) in French in tracking tool.
Answer questions on use or features for all standard hardware and software systems.
(1.) To maintain high login Efficiency (Availability) for customers. (2.) 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. (3.) 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. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

HCL Technologies