Sr Analyst

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

In short

This role involves providing Level 1 remote desktop support to resolve hardware, software, and network issues via phone, email, or chat within agreed service level agreements (SLAs). The position requires adhering to quality standards, ensuring positive customer experience through first call resolution and maintaining high availability, and updating work logs and knowledge bases.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, hardware, software, and network problems via telephone/email/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 worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff.
Engage in value-adding activities such as Knowledge base updates and self-development.

Requirements

Ability to independently troubleshoot and resolve assigned tickets.
Provide L1 remote desktop support.
Adhere to agreed SLA and quality standards.
Resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/chat.
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 worklogs and follow shift/escalation process.
Escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff.
Work on value adding activities such Knowledge base update & self development.

#remote desktop support#L1 support#IT support#troubleshooting#SLA management#customer experience#knowledge base

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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