Sr Analyst

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

In short

This Sr Analyst role involves providing L1 remote desktop support, troubleshooting hardware, software, and network issues to meet SLA and quality standards. The position focuses on ensuring positive customer experiences through efficient ticket resolution and maintaining high availability.

Responsibilities

Provide level 1 remote desktop support to resolve tickets and offer hardware/software/network problem diagnosis/resolution via telephone/email/chat within agreed SLA.
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/resolve assigned tickets.
Provide L1 remote desktop support.
Adherence to agreed SLA and quality standards.
Skills in hardware, software, and network problem diagnosis/resolution.
Proficiency in communication via telephone/email/chat.
Understanding of quality standards (voice and accent, Tech Monitoring).
Knowledge of regulatory requirements and company policies.
Focus on First Call Resolution and minimum average handling time (AHT).
Maintain high login Efficiency (Availability).
Experience with worklogs and escalation processes.
Willingness to engage in Knowledge base updates and self-development.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with over 223,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud, and AI.
Broad portfolio of technology services and products.
Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Consolidated revenues of $14.8 billion as of 12 months ending June 2026.

#IT Support#Remote Desktop Support#Ticket Resolution#SLA Management#Customer Experience#Hardware Support#Software Support#Network Support#Voice and Accent#Technical Monitoring#First Call Resolution#Average Handling Time#Login Efficiency#Worklogs#Escalation Process#Knowledge Base#Self Development

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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