The Job

Analyst (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

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I korthet

This role involves providing L1 remote desktop support, resolving tickets, and diagnosing hardware, software, and network issues within agreed SLAs. You will ensure adherence to quality standards, maintain high login efficiency, and contribute to knowledge base updates while delivering a positive customer experience.

Ansvarsområden

  • Provide level 1 remote desktop support to resolve tickets and diagnose hardware, software, and network issues via telephone, email, or chat within agreed SLAs.
  • 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, follow shift/escalation processes, and escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff.
  • Engage in value-adding activities such as knowledge base updates and self-development.

Krav

  • Ability to provide level 1 remote desktop support.
  • Experience in diagnosing and resolving hardware, software, and network problems.
  • Familiarity with ticket resolution within agreed SLAs.
  • Understanding of quality standards (voice and accent, Tech Monitoring).
  • Knowledge of customer service metrics like First Call Resolution and Average Handling Time (AHT).
  • Ability to maintain high login efficiency.
  • Proficiency in updating worklogs and following escalation procedures.
  • Willingness to engage in self-development and knowledge base contributions.

Önskade kvalifikationer

  • Experience working with clients across various verticals such as Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services is a plus.
  • Consolidated revenues of HCLTech as of 12 months ending June 2026 totaled $14.8 billion.

Förmåner

  • Opportunity to supercharge your potential and find your career and spark at HCLTech.
  • Work at a place that prioritizes its people.
  • Be part of a global technology company with a presence in 60 countries.
#IT Support#Remote Desktop#Help Desk#L1 Support#SLA Management#Customer Service
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Junior

Platser

Chennai, India

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