Service Desk Analyst

HCL Technologies Limited; Lucknow; On-site; INR 300,000 - 540,000; Full time

Job summary

HCL Technologies Limited in India is seeking an IT Support specialist for remote desktop support at L1/L2 levels. You will troubleshoot tickets via phone/email/chat, diagnose hardware/software/network issues, and resolve them within the defined SLA.

The role emphasizes customer satisfaction, quick resolutions, and adherence to quality standards and company policies. You will also update knowledge bases and engage in self-development to improve support quality.

Responsibilities

• Provide level 1 & 2 remote desktop support to resolve tickets within SLA.
• Diagnose hardware, software and network issues via telephone/email/chat.
• Maintain quality standards and regulatory/com pany policies.

Job description

To independently troubleshoot/resolve assigned tickets and provide L1 & L2 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities:

• 1. To provide level 1 & 2 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. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
• 4. To maintain high login Efficiency (Availability) for customers.
• 5. 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.
• 6. Work on value adding activities such Knowledge base update & self-development.