Technical Specialist

3 weeks ago


Bergen, New York, United States HCL Technologies Full time
Job Description

As a DWP Business Analyst at HCL Technologies, you will play a crucial role in providing support for on-call escalations and conducting root cause analysis of given issues. Your primary objective will be to independently resolve tickets within agreed SLA of ticket volume and time, while adhering to quality standards, regulatory requirements, and company policies.

Key Responsibilities:
  1. Provide timely and effective support for on-call escalations, ensuring minimal disruption to business operations.
  2. Conduct thorough root cause analysis of given issues, identifying and implementing corrective actions to prevent recurrence.
  3. Independently resolve tickets within agreed SLA, ensuring high-quality service delivery and customer satisfaction.
  4. Collaborate with cross-functional teams to develop and implement knowledge base updates, training programs, and coaching initiatives to enhance analyst skills and performance.
  5. Ensure positive customer experience through First Call Resolution and minimum rejected resolutions or reopen cases.

What We Offer: As a valued member of our team, you will have the opportunity to work on value-added activities, develop your skills and expertise, and contribute to the success of our organization.


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