Analyst (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering

In short

As an Analyst (Support & Operations) in Hyderabad, Telangana, you will provide L1 remote desktop support to resolve tickets and diagnose hardware, software, and network issues within service level agreements. You will focus on achieving first call resolution, maintaining high availability, and ensuring a positive customer experience.

Responsibilities

Provide L1 remote desktop support for tickets, hardware, software, and network issues via phone, email, and chat.
Adhere to company quality standards, regulatory requirements, and policies.
Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time.
Maintain high login efficiency (availability).
Update worklogs and follow escalation processes for complex problems.
Engage in value-adding activities like knowledge base updates and self-development.

Requirements

Ability to provide level 1 remote desktop support.
Resolve tickets for hardware, software, and network problems.
Diagnosis and resolution of IT issues.
Adherence to SLAs.
Maintain quality standards (voice and accent, Tech Monitoring).
Maintain high login efficiency (Availability).
Update worklogs.
Follow shift and escalation processes.
Escalate complex problems to appropriate support specialists.
Route problems to 2nd and 3rd level IT support staff.

Desired Qualifications

Experience in providing L1 remote desktop support.
Experience in hardware/software/network problem diagnosis and resolution.
Familiarity with customer satisfaction metrics like CSAT, AHT, and FCR.
Experience with knowledge base updates and self-development.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that puts its people first.
Global technology company.
Work with clients across major verticals: Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#IT Support#Remote Desktop Support#Help Desk#L1 Support#SLA Management#Customer Experience#Troubleshooting#Hardware Support#Software Support#Network Support

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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