Sr Analyst

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

In short

Seeking a Sr Analyst in Lucknow, Uttar Pradesh, to provide L1 remote desktop support, troubleshoot hardware/software/network issues, and resolve tickets within SLAs. The role focuses on maintaining high customer satisfaction and adherence to quality standards.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, hardware, software, and network issues 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 (AHT).
Maintain high login efficiency (availability) for customers.
Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists.
Engage in value-adding activities such as Knowledge base updates and self-development.

Requirements

Ability to troubleshoot and resolve assigned tickets.
Provide L1 remote desktop support.
Adherence to agreed SLA and quality standards.
Experience with telephone/email/chat support.
Familiarity with hardware, software, and network problem diagnosis and resolution.
Understanding of voice and accent monitoring.
Knowledge of regulatory requirements and company policies.
Focus on First Call Resolution and minimum average handling time (AHT).
Maintain high availability/login efficiency.
Experience with worklog updates and escalation processes.

Desired Qualifications

Experience working with clients across Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services verticals.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that puts its people first.
Work at a global technology company.
Access to industry-leading capabilities in digital, engineering, cloud, and AI.
Consolidated revenues of $14.8 billion as of 12 months ending June 2026.

#IT Support#Remote Desktop Support#L1 Support#Troubleshooting#SLA#Customer Experience

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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