Analyst (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps

Smart Summary

AI-generated overview of this position

HCLTech is seeking an Analyst (Support & Operations) in Chennai, India, to provide L1 remote desktop support. Responsibilities include resolving hardware, software, and network issues within SLAs, ensuring customer satisfaction, and updating work logs. This role requires strong problem-solving skills and adherence to quality standards.

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

Other Requirements

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