HCLTech Hiring Analyst (Support & Operations) in Nagpur | Apply Now

Job Summary

This role involves resolving assigned tickets and providing L1 remote desktop support in line with 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 ticket volume and time SLA.
2. Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
3. Ensure a positive customer experience and CSAT through First Call Resolution, minimum average handling time (AHT), and low rejected resolutions and reopened cases.
4. Maintain high login efficiency (availability) for customers.
5. Update worklogs and follow shift and escalation processes, 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.