Sr Analyst

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

In short

This role involves providing level 1 remote desktop support, including hardware, software, and network issue diagnosis and resolution, within defined SLAs and quality standards. The analyst will focus on ensuring a positive customer experience through First Call Resolution and maintaining high availability, while also contributing to knowledge base updates and self-development.

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 processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff.
Work on value-adding activities such as Knowledge base updates and self-development.

Requirements

Independently troubleshoot/resolve assigned tickets.
Provide L1 remote desktop support.
Adhere to agreed SLA and quality standards.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
Work at a place that puts its people first.
Global technology company with over 230,000 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.

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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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