Sr Analyst

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

In short

The Sr Analyst will provide L1 remote desktop support, troubleshooting and resolving assigned tickets within service level agreements. This role involves diagnosing and resolving hardware, software, and network issues via phone, email, or chat, while maintaining high customer satisfaction and adherence to quality standards.

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 (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 & self-development.

#IT Support#Help Desk#Technical Support#Remote Desktop 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…

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