Overview
Job Summary
This role handles inbound calls, follows the defined call scripts and processes, and creates tickets for every incoming call while working toward resolution. The analyst gives quick, effective help with IT systems and listens closely to customer questions to offer the best solution, with strong communication skills needed to support users globally.
Key Responsibilities
- Handle inbound calls, follow call scripts and adhere to the defined process.
- Create tickets for all incoming calls and work toward ticket resolution.
- Provide quick and effective assistance with information technology systems.
- Listen attentively to customer questions and concerns and offer optimal solutions.
- Handle basic software installation, break-fix and hardware issues remotely.
- Resolve hard-stop issues such as password and multifactor resets and account lock/unlock.
- Understand user concerns carefully and set or raise ticket priority according to impact.
- Apply basic network and VPN knowledge.
- Apply detailed knowledge of Windows and Mac troubleshooting, Active Directory and Google Workspace.
- Follow up on daily incidents in a timely manner.
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HCLTech
HCLTech is a leading global technology company headquartered in Noida, India, providing a wide range of IT services and solutions to enterprises across industries. Founded in 1976, the company has grown into one of the largest multinational IT service providers, employing over 220,000 professionals in more than 60 countries. HCLTech's mission is to supercharge progress for its clients by delivering innovative digital, engineering, cloud, and AI-powered solutions that enable transformation and sustainable growth.
Renowned for its strong engineering heritage and customer-centric approach, HCLTech operates across sectors including financial services, manufacturing, life sciences, healthcare, retail, and telecommunications. The company has been recognized for its robust digital transformation capabilities and strategic partnerships with leading technology providers such as Microsoft, Google Cloud, and AWS. In recent years, HCLTech has reported significant revenue growth, expanded its global delivery network, and launched sustainability initiatives aimed at reducing carbon emissions and fostering inclusive workplaces.
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Websitehcltech.com