HCLTech
Desktop Support Engineer
- Location
- Noida
- Type
- Full-time
About this role
Batch: 2020/2021/2022/2023/2024/2025. CTC - 5-15 LPA Description: - Experience: 0.6 to 7 years Role and Responsibilities: - A. Key Responsibilities - Handle escalated calls from L1 team efficiently - Resolve tickets within agreed SLA for volume and time - Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies - Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases - Update worklogs and follow escalation processes - Manage queues effectively and work toward case closure - B. Additional Responsibilities - Adhere to process compliance and shift schedules - Support continuous improvement initiatives
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