HCL – Senior Analyst

Job Description

MS Office, Lotus Notes, Peregrine, CenterVu, Reporting Tools (Crystal Reports)
Server Administration including Windows Server 2008, 2012, Active Directory, File and Print services, shares and Group Policy
Responsible for managing all supervisors and team members, setting work expectations and leadership standards
Ensures supervisors and employees are receiving appropriate feedback and training tools necessary for success, growth and development within the department and company
Plan and prioritize Team responsibilities and deliverables
Create and analyze Performance Metrics and Trend Reporting
Manage team to achieve and exceed set SLA’s and goals
Take action on SLA impacting events & provide weekly and monthly snapshot to Manager
Oversight, Tracking and Reporting of Supervisors and SMEs Goals and Responsibilities
Performance Metrics and Trend Reporting

To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self development.
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 or Reopen Cases.