Analyst (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
As an Analyst (Support & Operations) in Noida, India, you will provide L1 remote desktop support, resolving tickets and addressing hardware, software, and network issues within agreed SLAs. You will maintain high availability, ensure customer satisfaction through efficient issue resolution, and update worklogs, escalating complex problems as needed. This role also involves contributing to knowledge base updates and self-development.
Responsibilities
- Provide L1 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 problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff.
- Work on value-adding activities such as Knowledge base update & self-development.
#Support#Operations#IT Support#L1 Support#Remote Desktop Support#Help Desk
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Noida, India
Applicants
Be an early applicant