Analyst (Support & Operations)

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

In short

As an Analyst (Support & Operations) based in Lucknow, India, you will provide L1 remote desktop support to resolve tickets for hardware, software, and network issues within agreed SLAs. You will focus on maintaining high login efficiency, ensuring positive customer experience through First Call Resolution, and updating worklogs while escalating complex problems to appropriate specialists.

Responsibilities

Provide level 1 remote desktop support to resolve tickets for hardware, software, and network problems via telephone/email/chat.
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 processes.
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 updates and self-development.

Requirements

Provide L1 remote desktop support in adherence to agreed SLA and quality standards.
Resolve tickets/provide hardware/software/network problem diagnosis/resolution via telephone/email/chat.

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
Be part of a place that puts its people first.
Global technology company with a broad portfolio of technology services and products.

Skills

Remote Desktop SupportHardware SupportSoftware SupportNetwork SupportIT Support

#IT Support#Help Desk#Customer Service#Technical Support#L1 Support

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

See all open jobs at HCLTech Read more about HCLTech Website