The Job

Analyst (Support & Operations)

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

Join for updates

In short

Provide L1 remote desktop support to resolve hardware, software, and network issues for assigned tickets within service level agreements. Adhere to quality standards, maintain high login efficiency, and update worklogs, escalating complex problems as needed.

Responsibilities

  • Provide level 1 remote desktop support to resolve tickets, hardware/software/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 (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 or route problems to 2nd and 3rd level IT support staff.
  • Work on value adding activities such as Knowledge Base update and self-development.

Requirements

  • Ability to provide level 1 remote desktop support.
  • Skills in hardware, software, and network problem diagnosis and resolution.
  • Adherence to agreed SLA and quality standards.
  • Understanding of First Call Resolution and average handling time (AHT) metrics.
  • Maintenance of high login efficiency (Availability).
  • Proficiency in updating worklogs and following escalation processes.
  • Willingness to work on value-adding activities like Knowledge Base updates.

Desired Qualifications

  • Experience in L1 remote desktop support is preferred.
  • Familiarity with voice and accent monitoring is desirable.

Benefits

  • Opportunity to supercharge potential and find your career spark.
  • Be part of a global technology company with a strong people-first culture.
  • Work with industry-leading capabilities in digital, engineering, cloud, and AI.
#Support#Operations#L1 Support#Remote Desktop Support#Hardware#Software#Network
HCLTech Logo

Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Bangalore, India

Applicants

Be an early applicant