At HCLTech, I was a first point of contact for IT issues, handling user queries through calls, emails, and ticketing systems.
I logged and managed incidents in line with SLA guidelines, troubleshooting software, system, and user access issues. I achieved 95% first-contact resolution and a 4.8/5 CSAT.
I handled 40–60 tickets per day, tracked SLAs, prioritized tickets, and escalated complex issues to L2/L3 teams when needed.
I have a Bachelor of Computer Applications and am studying for an MSc in Data Science. I’m also completing ITIL Foundation training and have self-trained in IT support fundamentals.
