Search by job, company or skills

HCL Technologies Limited

Technical specialist

HCL Technologies Limited
Chennai
2-5 Years

This job is no longer accepting applications

new job description bg glownew job description bg glownew job description bg svg
  • Posted 9 months ago

Job Description

Audit ticket handling

Perform ticket analysis

Identify Top call drivers contributing to ticket volume to L1 Service Desk

Cohesively work with H&S Behavioral Change Management (OCM/BCM) team and prepare an improvement plan to improve user adoption

Review and analyze the automation script in proposed AEX CVA Chatbot.

Weekly, monthly, and quarterly reporting

Work in tandem with H&S owned Sumo Logic admin and recommend best practices and assist in building the used cases to be implemented in Sumo Logic.
  • 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

More Info

Job Type:
Permanent Job
Industry:
IT/Computers - Hardware & Networking
Function:
It Service Management
Employment Type:
Full time

About Company

HCL Technologies Limited

Employee Strength : 220,755 on December 31, 2024
Countries of Operation : 60 Countries
Consolidated Revenues: $13.8B, for 12 months ending December 2024
HCLTech is a global technology company, home to more than 218,000+ people across 59 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 Billion. To learn how we can supercharge progress for you, visit hcltech.com

Job ID: 105709125

Jobs by Skill - IT
Jobs by Skill - Non IT
International Jobs
Last Updated: 21-11-2025 09:14:31 AM
Homejobs in ChennaiTechnical specialist