Analyst (Support & Operations)

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

In short

This role involves providing L1 remote desktop support to resolve hardware, software, and network issues within service level agreements. Key responsibilities include diagnosing and resolving problems via phone, email, or chat, ensuring customer satisfaction through first call resolution, and updating work logs. The position also requires maintaining high availability and contributing to knowledge base updates.

Responsibilities

Provide level 1 remote desktop support to resolve tickets.
Offer hardware, software, and network problem diagnosis and resolution via telephone, email, or 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).
Maintain high login efficiency (Availability) for customers.
Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists.
Work on value-adding activities such as Knowledge base update and self-development.

Requirements

Ability to provide level 1 remote desktop support to resolve tickets.
Capability to diagnose and resolve hardware, software, and network problems via telephone/email/chat within agreed SLA.
Commitment to adhering to quality standards, regulatory requirements, and company policies.
Focus on ensuring positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT).
Maintain high login efficiency (Availability).
Proficiency in updating worklogs and following shift/escalation processes.
Willingness to engage in value-adding activities like Knowledge base updates and self-development.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

#L1 support#remote desktop#hardware#software#network#SLA

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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