The Job

Analyst (Support & Operations)

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

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In short

This role involves providing L1 remote desktop support to resolve IT tickets related to hardware, software, and network issues within service level agreements. The Analyst will ensure adherence to quality standards, maintain high availability, and contribute to knowledge base updates.

Responsibilities

  • Provide level 1 remote desktop support to resolve tickets for hardware, software, and network issues via telephone, email, or chat within SLAs.
  • Adhere to quality standards, including voice and accent monitoring, 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 work logs and follow escalation processes for complex problems to appropriate support specialists or 2nd/3rd level IT support staff.
  • Engage in value-adding activities such as knowledge base updates and self-development.

Requirements

  • Adherence to agreed SLA and quality standards.
  • High login efficiency (availability).

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.
#support#operations#remote desktop support#IT support
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Bengaluru, India

Applicants

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