Administrator - Access/Rights Management Tool, Microsoft Windows

HCL Technologies Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

HCLTech in Bengaluru, India is seeking an Administrator - Access/Rights Management Tool and Microsoft Windows Administrator to ensure seamless support and operations, independently resolving customer tickets and providing on-call support. The role emphasizes root-cause analyses, knowledge base updates, and coaching analysts to improve team performance, with a focus on meeting SLAs and delivering high CSAT.

This position offers opportunities within a global technology leader passionate about

Qualifications

• Experience with global account management and Windows PC support.
• Strong problem-solving and root cause analysis skills.
• Familiarity with ticketing systems and customer support best practices.
• Excellent communication with customers and teams.

Responsibilities

• Adhere to quality standards and regulatory requirements in global account management.
• Provide on-call support for escalated issues and perform root cause analyses.
• Update knowledge base, train new hires, and coach analysts.
• Resolve customer tickets within SLAs with timely responses.
• Improve CSAT by achieving first call resolution and reducing reopened cases.

Skills

Global Account Mgmt

Windows PC Support

Root Cause Analysis

Ticketing Systems

Communication Skills

Job description

Administrator - Access/Rights Management Tool, Microsoft Windows Administrator - Access/Rights Management Tool, Microsoft Windows India Job Description Administrator - Access/Rights Management Tool, Microsoft Windows Bangalore, Karnataka

Job Summary

The Global Account Administrator plays a crucial role in ensuring seamless support and operations within the organization. This position focuses on independently resolving customer tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and operational efficiency.

Key Responsibilities

• 1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Global Account Management And Windows Pc Support, Ensuring Compliance With Company Policies.
• 2. Provide On-Call Support For Escalated Issues, Utilizing Analytical Skills To Perform Root Cause Analysis And Develop Effective Solutions.
• 3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Improve Team Performance.
• 4. Independently Resolve Customer Tickets Within The Agreed Service Level Agreements (Sla) For Ticket Volume And Resolution Time, Ensuring Timely Responses And Solutions.
• 5. Enhance Customer Experience And Customer Satisfaction (Csat) Metrics By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

• 1. Proficiency In Global Account Management And Windows Pc Support.
• 2. Strong Problem-Solving Skills And The Ability To Conduct Root Cause Analyses.
• 3. Familiarity With Ticketing Systems And Customer Support Best Practices.
• 4. Excellent Communication Skills To Ensure Effective Interaction With Customers And Team Members.

Other Requirements

• 1. Itil Foundation Certification Is Optional But Valuable For This Role

Information at a Glance

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.