Analyst (Support & Operations)

HCL Technologies Limited; Bengaluru; Remote; INR 300,000 - 600,000; Full time

Job summary

HCL Technologies Limited is seeking an individual to provide Level 1 remote desktop support, resolving tickets and diagnosing hardware, software, and network issues within the agreed SLA. The role emphasizes prompt, courteous service via phone, email, or chat.

You will follow shift and escalation processes, maintain logs, and strive for First Call Resolution and low average handling time, while contributing to knowledge base updates for ongoing self-development and improved customer experience.

Qualifications

• Experience providing Level 1 remote desktop support.
• Familiarity with SLA adherence and quality standards.
• Ability to resolve hardware/software/network issues via remote channels.
• Strong communication skills and customer service orientation.

Responsibilities

• Provide Level 1 remote desktop support to resolve tickets and diagnose problems.
• Adhere to SLA, quality standards, regulatory requirements, and company policies.
• Aim for First Call Resolution and high CSAT; minimize AHT and reopen/rejected resolutions.
• Maintain high login efficiency and update work logs; escalate complex issues.
• Contribute to knowledge base updates and continuous self-development.

Skills

Remote desktop support

Customer service

Troubleshooting

Ticketing

Education

Bachelor's/Technical diploma in IT or related field

Tools

RDP (Remote Desktop Protocol)

ITSM tools

Job description

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

Key Responsibilities

1. 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. 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. 4. To maintain high login Efficiency (Availability) for customers.
5. 5. To update worklogs and follow shift/ escalation process to elevate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. 6. Work on value adding activities such Knowledge base update & self development.

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.