Analyst (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
The Analyst (Support & Operations) will provide L1 remote desktop support, resolving tickets and diagnosing hardware, software, and network issues via phone, email, or chat within agreed SLAs. This role focuses on ensuring customer satisfaction through efficient problem resolution and adherence to quality standards.
Responsibilities
- Provide L1 remote desktop support to resolve tickets, hardware, software, and network issues via telephone, email, or 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, follow shift/escalation processes, and escalate complex problems to appropriate support specialists or 2nd/3rd level IT support.
- Engage in value-adding activities like Knowledge Base updates and self-development.
#IT Support#Remote Desktop Support#L1 Support
Company
HCLTech
Job Posted
2 days ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Entry
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant