Job Description (Posting). Identify, evaluate and prioritize customer problems and escalations Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact Administer and provide User account provisioning & activities Assign work orders / incidents to appropriate support teams and follow up until closure. Route problems to internal 2nd and 3rd level IT support staff Escalate complex problem to appropriate support specialists Routine maintenance updates with other IT staff and business units Soft Skills Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE Should have good customer handling skills Able to handle unforeseen situations High level of acceptance Can drive HCL s value and its methodology Education requirements Total: 3-4 years of University education post High school (BCA, B.Sc. or Diploma IT / CS / ECE) 55% throughout in academics No current backlogs Current year pass out Terms & Conditions Willing to work in 24 7 environment (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Qualification B-Tech Skill (Primary) DWP-WPE-Application Packaging
