Sr Analyst

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

Job summary

HCL Technologies Limited is seeking an L1 Remote Desktop Support analyst to independently troubleshoot and resolve tickets within the stated SLA, ensuring quality standards and customer satisfaction. The role emphasizes fast, accurate problem diagnosis and effective communication via phone, email, or chat.

Your focus will be on delivering reliable remote support for hardware, software, and network issues, while following shift, escalation, and knowledge-base processes to improve service delivery

Qualifications

• Experience in Level 1 remote desktop support.
• Ability to resolve hardware/software/network issues via phone/email/chat.
• Adherence to SLAs and quality standards.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets/diagnose and resolve hardware/software/network issues via phone/email/chat within SLA.
• Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum AHT, reduced escalations.
• Maintain high login efficiency and availability for customers.
• Update worklogs and follow shift/escalation process to escalate complex problems.
• Engage in knowledge base updates and self-development.

Skills

Remote desktop support

Customer support

Troubleshooting

Communication skills

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

• 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.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• 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.
• 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.