Analyst (Support & Operations)

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

In short

Seeking an Analyst (Support & Operations) to provide L1 remote desktop support in Vijayawada, Andhra Pradesh. Responsibilities include ticket resolution, hardware/software/network diagnosis, and maintaining service level agreements (SLAs) and quality standards.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, including hardware, software, and network issues via phone, email, or chat within SLA.
Adhere to quality standards, regulatory requirements, and company policies.
Ensure positive customer experience and high CSAT through First Call Resolution and minimizing average handling time.
Maintain high login efficiency (availability) for customers.
Update worklogs and follow escalation processes for complex problems.
Contribute to value-adding activities such as knowledge base updates and self-development.

Requirements

Ability to provide level 1 remote desktop support.
Experience in hardware, software, and network problem diagnosis and resolution.
Adherence to agreed SLAs and quality standards.
Commitment to customer satisfaction and First Call Resolution.
Ability to maintain high login efficiency.
Proficiency in updating worklogs and following escalation processes.
Willingness to engage in value-adding activities like knowledge base updates.

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that prioritizes its people.
Global technology company with a presence in 60 countries.
Opportunity to work with clients across major verticals.
Consolidated revenues of $14.8 billion as of June 2026.

#IT Support#Help Desk#Remote Desktop Support#L1 Support#SLA#Hardware#Software#Network

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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