IT Support Analyst (HCLTech) | Hyderabad | Salary Based on Profile

HCLTech is hiring an IT Support Analyst to provide Level 1 remote desktop support and resolve hardware, software and network incidents within established service-level requirements.

Job Highlights

• Company: HCLTech
• Role: Analyst – Support and Operations
• Location: Hyderabad, Telangana
• Experience: Based on Profile
• Qualification: Relevant graduate or technical qualification
• Employment Type: Full-Time
• Shift: May involve rotational support
• Salary: Based on Profile
• Domain: IT Infrastructure Support

Roles & Responsibilities

• Resolve Level 1 technical-support tickets.
• Diagnose hardware, software and network problems.
• Support users through telephone, email and chat.
• Maintain ticket worklogs and resolution details.
• Follow defined escalation procedures.
• Route complex issues to advanced support teams.
• Meet ticket-volume and response-time targets.
• Support first-contact resolution and customer satisfaction.
• Update internal knowledge-base documentation.
• Follow quality, security and company policies.

Qualifications & Eligibility

• Relevant technical education or support experience.
• Understanding of desktop, software and network troubleshooting.
• Ability to work within service-level agreements.
• Good verbal and written communication skills.
• Willingness to work in a support-oriented environment.

Required Skills

• Desktop support
• Ticket management
• Hardware troubleshooting
• Software troubleshooting
• Networking basics
• Remote support
• Incident escalation
• Customer service