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- lndependently resolve tickets within SLA.
- Adheres to standard operating procedures / work instructions.
- Follow the escalation process.
- Follow the shift hand-over process.
- Update worklogs.
- Categorizes as per CTI as appropriate.
- Update the knowledge base.
- Coaching freshers to be independent.
- Coaching analysts for correct routing of tickets, capturing critical information.
- Technically upgrade across versions of environment when required.
- Adhere to organization policies and procedures.
- Complies to regulatory requirements.
- Alert Monitoring.
- Ticket Monitoring.
- Informing On - call support.
- Opening Bridge Call