Shift Leader-Service Desk

Shift Leader-Service Desk

Kuala Lumpur
2-5 years
Not Specified

Job Description

(1.) To ensure that calls/ chats are addressed within agreed SLAs
(2.) To resolve escalations in a timely manner adhering to the process and quality compliance
(3.) To maintain attendance, leave reports , breaks & shift rosters
(4.) To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities
(5.) To perform analyses, SIP activities and infrastructure management
(6.) To ensure positive customer satisfaction and feedback


HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( ) and HCL Infosystems (

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

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