Job Description
Analyst
Job Summary
-
Location: Puerto Rico
-
Project role: Analyst
-
Qualification: B.E, B-Tech
-
Experience: 0-2.5 Years
-
Skills: SERVICE DESK
-
No. of positions: 1
Job description:
The Disaster Recovery SR Resiliency Analyst will be responsible for Disaster Recovery plan management and documentation for business critical and infrastructure applications. Concentrated functional areas of job performance include:
Managing the creation and ongoing maintenance of Disaster Recovery plans and supporting documentation for critical applications and core infrastructure Participating in activities to improve and support DR program operations Assisting with the management of an actual disaster event which impacts organizational assets.
- 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 maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update & self development.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.