Analyst (Support & Operations)

Job Description Analyst (Support & Operations) Others, Uttar Pradesh

Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. 4. To maintain high login Efficiency (Availability) for customers. 5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. 6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 June 2026 totaled $14.8 billion.

Provides L1 remote desktop support, diagnoses hardware, software, and network issues, resolves tickets within SLAs, maintains worklogs, and escalates complex problems to higher-level IT support.

Key Responsibilities

• resolving tickets
• diagnosing problems
• escalating issues

Skills & Tools

Knowledge Base

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Uttar Pradesh, India
• Languages: English

About HCLTech

A global technology company providing digital, engineering, cloud, AI, and technology services across multiple industries. — Industry: Information Technology

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