Analyst (Support & Operations)

HCL Technologies Limited; Nagpur District; Remote; INR 350,000 - 650,000; Full time

Job summary

HCL Technologies Limited is seeking an L1 remote desktop support specialist to handle tickets and diagnose hardware, software, and network issues within the defined SLA. This role involves remote support across a variety of technologies and customer environments.

You will work to ensure First Call Resolution and high CSAT scores, while logging activities and escalating complex issues to higher levels as required.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network issues within SLA.
• Adhere to quality standards, regulatory requirements and company policies.
• Aim for First Call Resolution and CSAT with minimum Average Handling Time and proper escalation.
• Maintain high login efficiency and availability for customers.
• Update worklogs and escalate complex problems to 2nd/3rd level IT support as needed.
• Contribute to knowledge base updates and personal development.

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.