Analyst (Support & Operations)
HCL Technologies
IT, Operations, Customer Service
Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery
Key Responsibilities
1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.irst-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. • Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level.
Skill Requirements
Excellent customer service and troubleshooting skills • Knowledge of ITSM tools, Active Directory, Windows/macOS
Other Requirements
User Account & Security Support: Manage Active Directory, password resets, access permissions; assist with security procedures. \\\\r\\\\n• Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.\\\\r\\\\n• User Training & Communication: Provide guidance, and status updates to end users. \\\\r\\\\n
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
