Sr Analyst

HCLTech; United States; Teletrabalho; USD 40 000 - 60 000; Tempo integral

Resumo da oferta

Hcl-America-Solutions-Inc is seeking an entry-level to junior IT support specialist for Level 1 remote desktop support in the United States. You will troubleshoot hardware, software, and network issues and respond to tickets via phone, email, or chat, adhering to SLA and QA standards.

The role focuses on resolving issues on first contact, maintaining high customer satisfaction, and escalating complex problems to higher-level IT teams when needed. Training and knowledge sharing are encouraged.

Qualificações

• Experience in Level 1 remote desktop support
• Familiar with diagnosing hardware/software/network issues
• Ability to follow SLA and QA standards

Responsabilidades

• Provide Level 1 remote desktop support to resolve tickets via phone/email/chat
• Diagnose and resolve hardware, software, and network problems
• Adhere to SLA, quality standards, and regulatory requirements
• Maintain high CSAT and First Call Resolution
• Log work updates and escalate to Level 2/3 as needed
• Engage in knowledge base updates and self-development

Descrição da oferta de emprego

Requisition ID146957-Posted09/30/2026

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

Key Responsibilities

• 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.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• 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.
• Work on value adding activities such Knowledge base update & self development.