Sr Analyst

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

In short

We are seeking a Sr Analyst to provide L1 remote desktop support, troubleshooting and resolving assigned tickets within service level agreements. The role involves diagnosing and resolving hardware, software, and network issues via phone, email, or chat, while maintaining high customer satisfaction and login efficiency.

Responsibilities

Provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
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 problem 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
Find your career
Find your spark
A place that knows that helping its customers stay on top starts by putting its people first.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

#IT Support#Remote Desktop Support#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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