What are the responsibilities and job description for the SENIOR ANALYST position at HCL Technologies?
PFA (1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery & quality standards ,regulatory requirements and company policies. (3.) To attend customer call/chats/mails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCP/DR plans (5.) To work on value adding activities such Knowledge base update & self development
