Sr Analyst

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

In short

This role provides L1 remote desktop support, troubleshooting and resolving assigned tickets within SLA and quality standards. Responsibilities include diagnosing and resolving hardware, software, and network issues, ensuring customer satisfaction through efficient handling, and maintaining high availability.

Responsibilities

Provide level 1 remote desktop support to resolve tickets and diagnose/resolve hardware/software/network issues 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).
Update worklogs and follow shift/escalation processes for complex problems.
Engage in value-adding activities like Knowledge base updates and self-development.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

#IT Support#Remote Desktop Support#Troubleshooting#SLA

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…

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