Administrator (Support & Operations)

HCL Technologies Limited; Indiana (PA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Paid holidays

Employee assistance program

Job summary

HCL Technologies Limited seeks a service desk professional in the United States to independently resolve tickets, provide on-call support, and perform root-cause analysis to ensure high customer satisfaction. You will contribute to knowledge base updates, train freshers, and coach analysts while maintaining SLA performance.

The role emphasizes improving customer experience through First Call Resolution and minimizing reopened cases, within a globally connected technology environment that

Qualifications

• Independent problem solving to resolve tickets within SLA.
• Ability to update and manage knowledge resources.
• Mentoring and training new analysts.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root cause analysis.
• Work on value-added activities like Knowledge base updates, training freshers, coaching analysts.
• Independently resolve tickets within agreed SLA for volume and time.
• Ensure positive customer experience and CSAT via First Call Resolution and minimal reopens.

Skills

On-call support

Root cause analysis

Knowledge base updates

Training freshers

Coaching analysts

Ticket resolution

Customer experience

Job description

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• 1. To adhere to quality standards, regulatory requirements and company policies.
• 2. To provide support for on call escalations and doing root cause analysis of given issue.
• 3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• 4. To independently resolve tickets within agreed SLA of ticket volume and time.
• 5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance;
• employee assistance program;
• 401(k) retirement plan;
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year);
• 10 paid holidays per year.