Analyst (Support & Operations)

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

In short

The Analyst (Support & Operations) role involves providing L1 remote desktop support to resolve tickets, hardware, software, and network issues adhering to SLAs and quality standards. Key responsibilities include ensuring customer satisfaction through efficient problem resolution and maintaining high availability, with an opportunity for self-development and knowledge base updates.

Responsibilities

Provide level 1 remote desktop support to resolve tickets, hardware, software, and network problems 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 processes to escalate complex problems to appropriate support specialists.
Engage in value-adding activities such as Knowledge Base updates and self-development.

Requirements

Ability to provide level 1 remote desktop support.
Proficiency in diagnosing and resolving hardware, software, and network problems.
Adherence to Service Level Agreements (SLAs).
Knowledge of voice and accent monitoring.
Understanding of customer satisfaction metrics like First Call Resolution and Average Handling Time.
Ability to maintain high login efficiency.
Experience with worklogs and escalation processes.
Willingness to update knowledge bases and pursue self-development.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at HCLTech.
Opportunity to work at a global technology company.
Be part of a team that puts people first.

#Support & Operations#IT Support#Remote Desktop Support#L1 Support#SLA#Hardware#Software#Network Support#Voice and Accent#Customer Experience#First Call Resolution#Average Handling Time#Login Efficiency#Worklogs#Escalation Process#Knowledge Base

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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