Analyst (Support & Operations)

**Analyst (Support & Operations) — HCLTech**

The role involves providing Level 1 remote desktop support and resolving assigned IT support tickets within agreed service-level agreements (SLAs) and quality standards.

Responsibilities include diagnosing and resolving hardware, software and network issues through telephone, email and chat; maintaining a positive customer experience; meeting first-call resolution and average handling time targets; maintaining login availability; updating worklogs; following shift and escalation procedures; routing complex issues to Level 2 or Level 3 support teams; and contributing to knowledge-base updates and self-development.

The role also requires adherence to company policies, regulatory requirements and customer-service quality standards.

Level 1 remote desktop support.

Basic hardware troubleshooting.

Software troubleshooting.

Network problem diagnosis.

IT ticket handling and resolution.

Customer support through telephone, email and chat.

Understanding of service-level agreements (SLAs).

First-call resolution and customer satisfaction (CSAT).

Average handling time (AHT) awareness.

Worklog and ticket documentation.

Incident escalation and routing to Level 2/Level 3 support.

Communication and customer-service skills.

Following company policies and quality standards.

Knowledge-base updates.