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

HCLTech is recruiting an L1 Support Analyst to resolve end-user incidents and deliver a positive customer experience. The associate will assist users remotely and escalate unresolved technical concerns.

Job Highlights

• Company: HCLTech
• Role: Analyst – Support and Operations
• Location: Hyderabad
• Work Mode: As specified during selection
• Employment Type: Full-Time
• Process: L1 Remote Support
• Salary: Based on Profile

Roles & Responsibilities

• Receive and resolve end-user tickets.
• Provide support through phone, email and chat.
• Diagnose computer hardware issues.
• Troubleshoot software and connectivity concerns.
• Maintain accurate incident worklogs.
• Follow shift and escalation procedures.
• Route difficult problems to L2 or L3 teams.
• Maintain customer availability and login efficiency.
• Reduce repeat and reopened cases.
• Contribute to knowledge-base improvements.

Qualifications & Eligibility

• Relevant IT support knowledge.
• Strong customer-handling capability.
• Understanding of ticketing and escalation processes.
• Ability to meet quality and SLA requirements.
• Good problem-solving and communication skills.

Required Skills

• L1 support
• Customer service
• Remote troubleshooting
• Incident management
• SLA adherence
• Technical communication