Remote Support Operations Analyst

HCL Technologies Limited; United States; On-site; USD 42,000 - 72,000; Full time

Job summary

HCL Technologies Limited is seeking an L1 remote desktop Support Operations Analyst to resolve tickets, diagnose hardware, software and network issues, and uphold quality standards while working remotely.

The role emphasizes responding via phone, email, or chat, meeting defined SLAs, and maintaining accurate worklogs. A strong customer-service mindset and willingness to update knowledge bases are essential for ongoing success.

Qualifications

• Experience in remote desktop or technical support roles.
• Familiarity with hardware, software, and network troubleshooting.
• Ability to work within defined SLAs and quality standards.
• Knowledge of customer service principles and practices.
• Willingness to engage in self-development and knowledge base updates.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets via telephone, email, or chat within agreed SLAs.
• Diagnose hardware/software/network issues and guide users to quick resolutions.
• Adhere to quality standards and regulatory requirements while ensuring a positive customer experience through First Call Resolution.
• Maintain high login efficiency and update worklogs while escalating complex problems to appropriate support specialists.

Skills

Remote support

Troubleshooting (HW/SW/Network)

Customer service

SLA compliance

KB updates/self-development

Job description

HCL Technologies Limited is seeking an L1 remote desktop Support Operations Analyst to resolve tickets, diagnose hardware, software and network issues, and uphold quality standards while working remotely.

The role emphasizes responding via phone, email, or chat, meeting defined SLAs, and maintaining accurate worklogs. A strong customer-service mindset and willingness to update knowledge bases are essential for ongoing success.