Sr Analyst

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

In short

To independently troubleshoot and resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLAs and quality standards. This role involves diagnosing and resolving hardware, software, and network issues via phone, email, or chat, ensuring positive customer experience and maintaining high login efficiency.

Responsibilities

Provide level 1 remote desktop support to resolve tickets and provide 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 (AHT), rejected resolutions/Reopen Cases.
Maintain high login efficiency (Availability) for customers.
Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists.
Work on value-adding activities such as Knowledge base update and self-development.

Requirements

Independent troubleshooting/resolution of assigned tickets.
L1 remote desktop support.
Adherence to agreed SLA and quality standards.
Familiarity with hardware, software, and network problem diagnosis/resolution.
Proficiency in handling customer interactions via telephone/email/chat.
Understanding of quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
Focus on First Call Resolution and minimum average handling time (AHT).
Ability to maintain high login efficiency (Availability).
Skill in updating worklogs and following shift/escalation processes.
Willingness to work on value-adding activities like Knowledge base updates and self-development.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
A place that puts its people first.
Work for a global technology company.
Be part of a company with over 230,000 people across 60 countries.
Contribute to industry-leading capabilities centered around digital, engineering, cloud, and AI.
Work with clients across all major verticals, providing industry solutions.

#IT Support#Remote Desktop Support#Hardware#Software#Network

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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