The Job

Administrator (Support & Operations)

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

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In short

The Administrator (Support & Operations) role at HCLTech focuses on independently resolving tickets, providing on-call support, and conducting root cause analysis to ensure high customer satisfaction. Key responsibilities include adhering to quality standards, managing escalations, contributing to knowledge base updates, and ensuring tickets are resolved within agreed SLAs.

Responsibilities

  • Adhere to quality standards, regulatory requirements, and company policies.
  • Provide support for on-call escalations and perform root cause analysis of issues.
  • Engage in value-adding activities such as knowledge base update & management, training freshers, and coaching analysts.
  • Independently resolve tickets within agreed Service Level Agreements (SLAs) for ticket volume and time.
  • Ensure positive customer experience and high Customer Satisfaction (CSAT) through First Call Resolution and minimum rejected resolutions/reopened cases.

Requirements

  • Ability to independently resolve tickets.
  • Capability to provide on-call support.
  • Proficiency in performing root cause analysis.
  • Adherence to quality standards, regulatory requirements, and company policies.
  • Focus on achieving First Call Resolution and minimizing rejected resolutions/reopened cases.

Benefits

  • Supercharge your potential
  • Find your career
  • Find your spark
  • A place that puts its people first
  • Global technology company with over 223,000 people across 60 countries
  • Industry-leading capabilities in digital, engineering, cloud, and AI
  • Work with clients across 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)
#support#operations#administration#it support
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Company

HCLTech

Job Posted

1 week ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

India

Applicants

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