Analyst (Support & Operations)
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
This role involves providing Level 1 remote desktop support to resolve IT tickets for hardware, software, and network issues within SLA. Responsibilities include maintaining quality standards, ensuring customer satisfaction, and updating worklogs, with opportunities for knowledge base contribution.
Responsibilities
- Provide level 1 remote desktop support to resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/chat within agreed SLA.
- Adhere to quality standards, 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.
- Contribute to value-adding activities such as Knowledge base updates and self-development.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- Work at a place that knows that helping its customers stay on top starts by putting its people first.
#L1 remote desktop support#SLA#quality standards#hardware#software#network#IT support#customer experience#CSAT#First Call Resolution#Average Handling Time#login Efficiency#Knowledge base#self development#HCLTech#global technology company#digital#engineering#cloud#AI#Financial Services#Manufacturing#Life Sciences#Healthcare#Technology and Services#Telecom and Media#Retail and CPG#Public Services
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Associate
Locations
Chennai, India
Applicants
Be an early applicant