Analyst (Support & Operations)

codingcircle; Lucknow; On-site; INR 300,000 - 400,000; Full time

Job summary

HCLTech in Lucknow seeks a Full-time Analyst for Support & Operations. The role involves providing level 1 remote desktop support, adhering to quality standards, and ensuring a positive customer experience. Key responsibilities include diagnosing and resolving hardware/software/network issues, maintaining availability for customers, and updating worklogs. This position is ideal for freshers looking to start their career in IT support. Interested candidates should possess a customer-oriented mindset and readiness for immediate engagement.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets.
• Adhere to quality standards and company policies.
• Ensure positive customer experience through quick resolutions.
• Maintain high login efficiency for customers.
• Update worklogs and escalate complex problems as needed.
• Work on knowledge base updates and self-development.

Job description

HCLTech Lucknow Full-time Fresher Not Disclosed Posted 2 days ago

Company :- HCLTech career
Job Role :- Analyst (Support & Operations)
Job Type :- Full Time
Location :- Lucknow, Uttar Pradesh , India

Job Summary

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

Key Responsibilities

• 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.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• 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.
• Work on value adding activities such Knowledge base update & self development.