Sr Analyst

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

In short

Seeking a Sr Analyst in Madurai, Tamil Nadu, to provide L1 remote desktop support, troubleshooting hardware, software, and network issues within SLAs. This role involves resolving tickets via phone/email/chat, maintaining high availability, and updating worklogs.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, hardware/software/network issues 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.
Maintain high login efficiency (availability) for customers.
Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists.
Work on value-adding activities such as Knowledge base updates and self-development.

Requirements

Independent troubleshooting and resolution of assigned tickets.
L1 remote desktop support expertise.
Adherence to agreed SLAs and quality standards.
Experience in hardware, software, and network problem diagnosis and resolution.
Ability to work within ticket volume and time constraints.
Understanding of voice and accent, Tech Monitoring standards.
Knowledge of customer experience and CSAT metrics.
High login efficiency (availability).

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at a company that puts people first.
Global technology company with over 223,000 people across 60 countries.
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).

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