Senior Specialist

1 month ago


Dallas, United States HCL Technologies Ltd. Full time

Job Description (Posting).

Key Responsibilities:

Provide expert-level technical support and guidance to the service desk team in resolving complex technical issues and escalations.

Develop and maintain comprehensive knowledge bases, standard operating procedures (SOPs), and training materials to facilitate the resolution of common technical problems and improve service desk efficiency.

Collaborate with cross-functional teams to identify and address systemic issues affecting service desk performance and customer satisfaction.

Analyze service desk metrics and performance data to identify trends, areas for improvement, and opportunities for optimizing service delivery processes.

Lead initiatives to implement service desk improvements, including the adoption of new tools, technologies, and methodologies to enhance service quality and efficiency.

Serve as a technical escalation point for the service desk team, providing guidance and assistance in resolving complex technical issues.

Conduct regular training sessions and workshops for service desk staff to enhance their technical skills, product knowledge, and customer service capabilities.

Act as a liaison between the service desk team and other departments, stakeholders, and vendors to ensure effective communication and collaboration on technical issues and service requests.

Stay updated on industry trends, emerging technologies, and best practices related to service desk management and technical support to continuously improve service delivery standards.

(1.) 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



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