Analyst (Support & Operations)

HCL Technologies Limited; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking an able L1 remote desktop support agent in Illinois to resolve tickets within SLA and provide timely hardware, software, and network problem diagnosis via phone, email, or chat.

You will maintain high CSAT through First Call Resolution, track work logs, and escalate complex issues to higher-level IT staff while adhering to company policies and quality standards. Training and growth opportunities are provided.

Qualifications

• L1 remote desktop support to resolve tickets within SLA.
• Diagnose hardware, software and network issues via phone/email/chat.
• Adhere to quality standards and company policies.

Responsibilities

• Resolve tickets with L1 remote desktop support within SLA.
• Maintain and improve customer experience and CSAT through First Call Resolution.
• Log work logs and escalate complex issues to higher-level IT staff.
• Maintain login efficiency and adhere to escalation procedures.
• Engage in knowledge base updates and self-development.

Skills

L1 support

Remote desktop

Customer service

Tools

Knowledge base

Escalation process

Job description

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

Key Responsibilities

1. 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. 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. 4. To maintain high login Efficiency (Availability) for customers.
5. 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. 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.

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.

• 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);
• and 10 paid holidays per year.