Administrator (Support & Operations)

HCL Technologies Limited; Nagpur District; On-site; INR 360,000 - 600,000; Full time

Job summary

HCL Technologies Limited, a global technology leader, offers an on-call support role to resolve tickets and perform root cause analyses to ensure positive customer feedback. You will follow quality standards, manage escalations, and contribute to knowledge-base updates while coaching freshers and analysts.

The position emphasizes first-call resolution and CSAT within established SLAs. The role operates within an integrated tech services environment, supporting diverse clients and maintaining

Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Job description

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

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 2026totaled $14.8billion.