Sr Analyst

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

In short

Provide L1 remote desktop support for hardware, software, and network issues in Gautam Buddha Nagar, Uttar Pradesh. Troubleshoot and resolve assigned tickets within SLAs, focusing on customer satisfaction and adherence to quality standards.

Responsibilities

Troubleshoot and resolve assigned tickets, providing L1 remote desktop support.
Diagnose and resolve hardware, software, and network problems via telephone, email, or chat.
Adhere to quality standards, including voice and accent, and regulatory requirements.
Ensure positive customer experience and high CSAT through First Call Resolution and efficient handling.
Maintain high login efficiency and availability.
Update work logs 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.
Global technology company with over 223,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud, and AI.
Work with clients across all major verticals.
Consolidated revenues of $14.8 billion as of 12 months ending June 2026.

#IT Support#Remote Desktop Support#Troubleshooting#SLA Management#Quality Standards#Customer Experience#First Call Resolution#Average Handling Time#Shift Management#Escalation Process#Knowledge Base#Self-Development#HCLTech#Global Technology Company#Digital#Engineering#Cloud#AI#Financial Services#Manufacturing#Life Sciences#Healthcare#Technology#Services#Telecom#Media#Retail#CPG#Public Services

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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