Analyst (Support & Operations)

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

In short

As an Analyst (Support & Operations) in Lucknow, you will provide L1 remote desktop support to resolve tickets and diagnose hardware/software/network issues within SLA. You will ensure customer satisfaction through efficient resolution and adherence to quality standards.

Responsibilities

Provide L1 remote desktop support to resolve tickets and diagnose issues via telephone/email/chat.
Adhere to quality standards, regulatory requirements, and company policies.
Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time.
Maintain high login efficiency (availability) for customers.
Update worklogs, follow shift/escalation processes, and escalate complex problems to appropriate support specialists.
Engage in value-adding activities such as knowledge base updates and self-development.

Requirements

Ability to provide level 1 remote desktop support.
Proficiency in diagnosing hardware, software, and network problems.
Experience with ticket resolution within agreed SLAs.
Understanding of quality standards (voice and accent, Tech Monitoring).
Knowledge of regulatory requirements and company policies.
Focus on First Call Resolution and minimum average handling time.
Ability to maintain high login efficiency.
Skill in updating worklogs and following escalation processes.

Desired Qualifications

Experience in IT support or a similar role.
Familiarity with common hardware, software, and networking issues.
Good communication and customer service skills.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that puts its people first.
Global technology company with a broad portfolio of services.
Work with clients across all major verticals.

#IT Support#Help Desk#Customer Service

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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