What are the responsibilities and job description for the CONSULTANT position at HCL Technologies?
Responsibilities Handling tickets / Incidents via Service Now platform
Lead technical incident calls as a SME
Troubleshooting and providing break fix support to technical issues
Perform root cause analysis of raised issues
Defining process improvements and ensuring that the processes are adhered to
Take shared ownership of resolving issues in a SLA driven environment
Mentoring / training team members as a SME
Testing and auditing as required from time to time
Improves and maintains customer and employee satisfaction
Work as part of a Follow the Sun support global support model
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
Lead technical incident calls as a SME
Troubleshooting and providing break fix support to technical issues
Perform root cause analysis of raised issues
Defining process improvements and ensuring that the processes are adhered to
Take shared ownership of resolving issues in a SLA driven environment
Mentoring / training team members as a SME
Testing and auditing as required from time to time
Improves and maintains customer and employee satisfaction
Work as part of a Follow the Sun support global support model
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
