Sr Analyst

HCL Technologies Limited; Taguig; Remote; PHP 180,000 - 240,000; Full time

Job summary

HCL Technologies Limited is seeking a Level 1 remote desktop support specialist in the Philippines to troubleshoot tickets and provide frontline IT help across hardware, software, and network issues via phone, email or chat.

You will ensure adherence to SLA and quality standards while driving First Call Resolution and strong CSAT. The role emphasizes knowledge base updates and ongoing self-development to improve support quality.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware, software, and network issues via phone, email, or chat.
• Adhere to quality standards (voice/accent, Tech Monitoring), regulatory requirements and company policies.
• Ensure First Call Resolution and maintain high CSAT with minimal average handling time.
• Maintain high login efficiency (Availability) for customers.
• Update worklogs and follow shift/escalation processes to elevate complex problems to higher-level IT support as needed.
• Engage in knowledge base updates and self-development.

Job description

Requisition ID168270-Posted10/22/2026

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.