The Job

Administrator (Support & Operations)

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

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In short

This role involves resolving tickets, providing on-call support, and performing root cause analysis to ensure high customer satisfaction. You will adhere to quality standards, update knowledge bases, and train new analysts, aiming for first-call resolution within agreed SLAs.

Responsibilities

  • Independently resolve tickets, provide on-call support, and conduct root cause analysis.
  • Adhere to quality standards, regulatory requirements, and company policies.
  • Work on value-adding activities like knowledge base updates, training freshers, and coaching analysts.
  • Independently resolve tickets within agreed SLA of ticket volume and time.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.

Requirements

  • Ability to independently resolve tickets.
  • Proficiency in providing on-call support.
  • Skills in root cause analysis of issues.
  • Adherence to quality standards, regulatory requirements, and company policies.
  • Experience with knowledge base updates and management.
  • Ability to train freshers and coach analysts.
  • Meeting agreed SLA for ticket volume and time.
  • Focus on First Call Resolution and minimizing rejected/reopened cases.
  • Ensuring positive customer experience and CSAT.

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and spark.
  • A place that puts people first.
  • Global technology company with over 223,000 employees across 60 countries.
  • Industry-leading capabilities in digital, engineering, cloud, and AI.
  • Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.
  • Consolidated revenues of $14.8 billion (12 months ending June 2026).
#Support#Operations#Tickets#Root Cause Analysis#Customer Feedback#SLA#CSAT
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Achheja, India

Applicants

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