Helpdesk Analyst

To support the IT Infrastructure and Services organization in defining, documenting, supporting and validatingprocesses necessary to maintain Chattanooga Help Desk Operations. (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self developmentCandidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.comCandidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com