Remote Desktop Support Analyst (L1) – Fast, CSAT-Focused

HCL Technologies Limited; Singapore; On-site; SGD 32,000 - 42,000; Full time

Job summary

HCL Technologies Limited is seeking an entry-level IT helpdesk professional to provide Level 1 remote desktop support from Singapore. You will handle tickets via phone, email, and chat, diagnose hardware, software, and network issues, and resolve them within agreed SLAs.

The role emphasizes quality standards, strong communication, and delivering positive customer experiences. You will contribute to knowledge base updates and participate in escalation processes to ensure efficient problem

Qualifications

• Provide level 1 remote desktop/phone support to resolve tickets within SLA.
• Diagnose hardware, software and network issues promptly.
• Maintain CSAT with first contact resolution and low AHT.

Responsibilities

• Interface with customers via phone/email/chat to resolve IT issues.
• Escalate complex problems to Level 2/3 IT support when needed.
• Update knowledge base and pursue self-development.

Skills

Remote desktop support

Customer service

Troubleshooting

Tools

Remote desktop tools (RDP)

Job description

HCL Technologies Limited is seeking an entry-level IT helpdesk professional to provide Level 1 remote desktop support from Singapore. You will handle tickets via phone, email, and chat, diagnose hardware, software, and network issues, and resolve them within agreed SLAs.

The role emphasizes quality standards, strong communication, and delivering positive customer experiences. You will contribute to knowledge base updates and participate in escalation processes to ensure efficient problem