Sr Analyst

HCL Technologies Limited; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

HCL Technologies Limited is seeking a Level 1 Support Agent to provide remote desktop support, diagnose hardware, software, and network issues, and resolve tickets within SLA. The role requires working from office for new joiners as per company policy.

It operates in a 24x7 shift environment, with focus on First Call Resolution and high CSAT. Responsibilities include logging work, escalation when needed, and contributing to a knowledge base for continuous improvement.

Qualifications

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network problems within SLA.
• Adhere to quality standards (voice/accents), regulatory requirements and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum AHT.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware/software/network problems within the agreed SLA.
• Adhere to quality standards and company policies.
• Aim for high CSAT through First Call Resolution and minimizing average handling time.
• Maintain high login efficiency for customers.
• Update work logs and follow shift/escalation processes for complex issues.
• Contribute to knowledge base updates and self-development.

Skills

Remote desktop support

Tools

CyberArk

Unified service management tool

Job description

• Managing Service-now GAM queue for requests and incidents.
• Creation, modification and updating users account via unified service management tool.
• Provisioning Admin rights on users PC via CyberArk.
• Provisioning additional access services such as VPN, Pushmail and Internet access.
• Access management of network share drives.
• Creation, modification and updating Active Directory (AD) access groups; Security and Distributions AD groups.
• Liaising with vendor for vendor specific requests.
• Liaising/Following-up with users for approvals and update on request status via email, chat and phone.
• Participating in the team to complete Ad-hoc/bulk tasks.
• Propose Knowledge Base articles and bridging the Knowledge GAP.
• SLA adherence of all Incident tickets and Request Tasks for closure
• 24X7 operations with rotational Shifts.
• Mandatory to work from office for all new joiners as per company policy.

Key Responsibilities

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. 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 elevate 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.

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.