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Technical Specialist


HCLTech


Location

Bangalore | India


Job description

Job Description (Posting).

Client-Side Issue Resolution:

Provide timely and effective L2 support for client-side issues, especially those related to UPN and email address changes within the Office and Teams ecosystems.

Troubleshooting And Diagnosis

Diagnose and troubleshoot technical issues related to UPN and email address changes.

Ensure quick resolution and minimal disruption to end-users.

Documentation

Maintain detailed records of reported issues, troubleshooting steps, and resolutions.

Contribute to knowledge base documentation for future reference.

Collaboration

Collaborate with cross-functional teams, including IT and support personnel, to facilitate problem resolution.

Ensure effective communication and coordination across shifts.

Availability

Work in 8-hour shifts, with 2 resources dedicated to each shift to provide 24/7 support coverage.

Ensure readiness to address issues promptly during your designated shift.

  • 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

BE/B.Tech (Hons)

No. of Positions

1

Skill (Primary)

DWP-UMC-MESSAGING SERVICES

Auto req ID

1336944BR


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