Sr Analyst

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

In short

Sr Analyst position based in Noida, Uttar Pradesh, focusing on L1 remote desktop support. Responsibilities include troubleshooting and resolving tickets within SLAs, ensuring customer satisfaction, and updating work logs. This role requires strong problem-solving skills and adherence to quality standards.

Responsibilities

Provide level 1 remote desktop support to resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/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), rejected resolutions / Reopen Cases.
Maintain high login Efficiency (Availability) for customers.
Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff.
Work on value adding activities such Knowledge base update & self development.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with a broad portfolio of technology services and products.
Work with clients across all 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.

#IT Support#Help Desk#Troubleshooting#Remote Support#Ticketing System#SLA Management#Customer Experience#Hardware Support#Software Support#Network Support

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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