Analyst – Support and Operations (HCLTech) | Hyderabad | Salary Based on Profile

HCLTech is hiring an Analyst to provide L1 remote-desktop and customer support in Hyderabad. The position covers hardware, software and network troubleshooting across telephone, email and chat channels.

Job Highlights

• Company: HCLTech
• Role: Analyst – Support and Operations
• Location: Hyderabad
• Employment Type: Full-Time
• Support Level: L1
• Support Channels: Telephone, email and chat
• Salary: Based on Profile

Roles & Responsibilities

• Resolve assigned technical-support tickets.
• Provide L1 remote-desktop assistance.
• Diagnose hardware, software and network issues.
• Work within agreed ticket-volume and time SLAs.
• Maintain voice and technical-quality standards.
• Work toward first-contact resolution.
• Update case worklogs accurately.
• Follow escalation procedures.
• Route complex issues to advanced support teams.
• Update knowledge-base resources.

Qualifications & Eligibility

• Relevant technical or service-desk knowledge.
• Strong customer-service orientation.
• Ability to work within SLA requirements.
• Professional telephone, email and chat communication.
• Comfortable working in rotational support operations.

Required Skills

• Remote desktop support
• Hardware troubleshooting
• Software support
• Networking fundamentals
• Ticket management
• Customer service