Sr Analyst

HCL Technologies Limited; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

HCLTech in Bengaluru, India seeks an L1 Remote Desktop Support professional to independently troubleshoot tickets, resolve hardware/software/network issues, and ensure adherence to SLAs and quality standards.

The role emphasizes customer-centric service, First Call Resolution, and efficient ticket handling with escalation to higher levels when needed. Join a global technology leader committed to people-first growth.

Qualifications

• Experience in handling ticket-based support.
• Strong communication and problem-solving skills.
• Ability to diagnose hardware/software/network issues remotely.

Responsibilities

• Provide Level 1 remote desktop support to resolve tickets via phone/email/chat.
• Adhere to SLA targets and quality standards.
• Maintain logs and escalate complex issues to higher-level IT support if needed.
• Aim for First Call Resolution and low average handling time.
• Update knowledge base and engage in self-development.
• Ensure high login efficiency and positive customer experience.

Skills

Remote desktop support

Customer service

Ticketing systems

Job description

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

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.