HCLTech Hiring Analyst (Support & Operations) in Nagpur

Job Summary

This role resolves assigned tickets and provides L1 remote desktop support in line with the agreed SLA and the company's quality standards.

Key Responsibilities

1. Provide level 1 remote desktop support to resolve tickets and diagnose and resolve hardware, software and network problems by telephone, email or chat, within the agreed SLA for ticket volume and time.
2. Follow quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
3. Ensure a positive customer experience and CSAT through first call resolution, a low average handling time (AHT), and fewer rejected resolutions and reopened cases.
4. Maintain high login efficiency (availability) for customers.
5. Update worklogs and follow the shift and escalation process, escalating complex problems to the right support specialists or routing them to 2nd and 3rd level IT support staff as needed.
6. Take part in value-adding activities such as knowledge base updates and self-development.