Analyst-Help Desk

They are responsible for assisting the Subject Matter Experts in the daily monitoring of support issues reported by the users. They will also be responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Documenting recommendations for troubleshooting and assuring Level I Analyst awareness is a requirement of the position. Level II Service Desk Analysts are to be knowledgeable of technical issues impacting call volume. Superior customer care, quality standards, and reporting requirements are core competencies of the position. To maintain high login Efficiency (Availability) for customers. To resolve tickets within agreed SLA of ticket volume and time. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. To update worklogs and follow shift/ escalation process and process compliance. Work on value adding activities such Knowledge base update & self development.

According to JobzMall, the average salary range for a Analyst-Help Desk in 18301 Von Karman Ave, Irvine, CA 92612, USA is $37,000 to $53,000. This range is based on the current job market and the specific job title and location.

HCL Technologies Limited provides software development and related engineering services. The Group's technologies utilize a variety of technologies, including Internet and e-commerce, networking, internet telephony, embedded software, ASIC/VLSI design and testing, satellite and wireless communications, and component based object technologies, including COM, DCOM and COBRA.