Service Desk Analyst

HCL Technologies Limited; Lucknow; On-site; INR 300,000 - 520,000; Full time

Job summary

HCL Technologies Limited is seeking a Service Desk Analyst in Lucknow to provide L1/L2 remote desktop support and resolve incidents promptly within SLA.

You will handle tickets via phone/email/chat, maintain work logs, and follow escalation processes. The role emphasizes quality standards, customer satisfaction, and continuous knowledge base updates for self-development.

Responsibilities

• Provide level 1 & 2 remote desktop support to resolve tickets within the agreed SLA.
• Adhere to quality standards (voice/accent, monitoring), regulatory requirements, and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and low AHT.
• Maintain high login availability for customers.
• Update worklogs and follow shift/escalation processes to route complex issues to higher IT support.
• Engage in knowledge base updates and self-development.

Job description

Service Desk Analyst

Job Summary:

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 ... 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.