HCL Technologies

Designation

SENIOR ANALYST

Country

Italy

No. of Positions

1

Auto req ID

1573996BR

Experience

0-2.5 Years

Skill (Primary)

DWP-FSS-Desk Side Services

Qualification

B-Tech

Expected Date of Closure

28-Aug-2025

Location

Milano

Employee Group

Business Line FT

Job

Analyst

Job Description (Posting).

Onsite Support (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.

Entity

INFRA

City

Others

Reporting Manager Designation

SENIOR MANAGER