Analyst (Support & Operations)

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

In short

This role involves providing L1 remote desktop support to resolve tickets, hardware, software, and network issues adhering to SLAs and quality standards. The Analyst will focus on customer satisfaction through first call resolution and efficient handling of issues, while also contributing to knowledge base updates.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, hardware, software, and network issues via telephone, email, or chat within agreed SLAs.
Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time.
Maintain high login efficiency (availability) for customers.
Update work logs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd and 3rd level IT support staff.
Engage in value-adding activities such as Knowledge base updates and self-development.

Requirements

Experience in resolving tickets within agreed SLAs.
Proficiency in providing remote desktop support for hardware, software, and network issues.
Adherence to quality standards, regulatory requirements, and company policies.
Focus on customer satisfaction and First Call Resolution.
Ability to maintain high login efficiency and availability.
Familiarity with work log updates and escalation processes.

Desired Qualifications

Experience in updating knowledge bases.

Benefits

Opportunity to supercharge your potential and find your career spark at HCLTech.
Be part of a global technology company with a people-first approach.
Work with industry-leading capabilities in digital, engineering, cloud, and AI.
Engage with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.

#support#operations#remote desktop support#IT support#helpdesk

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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