L1 IT Support & Operations Analyst

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

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.