HCLTech Hiring Analyst (Support & Operations) in Noida | Onsite

Job Overview

HCLTech is hiring for the Analyst (Support & Operations) role in Noida, Uttar Pradesh, India. The position focuses on Level 1 remote desktop support and resolving assigned IT tickets in line with agreed service-level agreements (SLAs) and company quality standards.

The role involves assisting users with hardware, software, and network issues through telephone, email, or chat. It also requires attention to customer experience, accurate worklog updates, adherence to shift and escalation procedures, and appropriate routing of complex issues to higher-level support teams.

Key Responsibilities

• Provide Level 1 remote desktop support and work on assigned service tickets.
• Diagnose and help resolve hardware, software, and network problems through telephone, email, or chat.
• Work within agreed SLAs for ticket volumes and resolution timelines.
• Follow company quality standards, including voice and accent expectations, technical monitoring requirements, regulatory requirements, and internal policies.
• Support a positive customer experience by aiming for First Call Resolution and managing average handling time, rejected resolutions, and reopened cases in line with the team's standards.
• Maintain high login availability and login efficiency for customer support.
• Keep worklogs updated and follow the applicable shift and escalation processes.
• Escalate complex problems to the appropriate support specialists or route them to Level 2 and Level 3 IT support staff when required.
• Contribute to value-adding activities such as updating the knowledge base.
• Take part in self-development to build relevant support and operations knowledge.

Skills and Competencies

• Remote desktop support: Ability to provide first-level assistance for common user IT issues.
• Ticket handling: Ability to work on assigned tickets while considering service-level and quality expectations.
• Technical diagnosis: Basic troubleshooting approach for hardware, software, and network problems.
• Customer communication: Ability to assist users through telephone, email, and chat.
• Service quality: Awareness of customer satisfaction, First Call Resolution, average handling time, and reopened or rejected cases.
• Process compliance: Willingness to follow quality standards, regulatory requirements, company policies, shift schedules, and escalation procedures.
• Documentation: Ability to maintain worklogs and contribute to knowledge-base updates.
• Escalation: Understanding when an issue needs to be transferred to a specialist or a higher-level IT support team.
• Continuous learning: Interest in self-development and improving support knowledge.

Service-Level and Customer Support Focus

The job description emphasizes completing assigned ticket work within agreed SLAs and meeting company quality standards. Customer experience is an important part of the role, with attention to resolving issues during the first contact where possible and keeping handling times and reopened cases within expected standards.

Support availability, correct documentation, and compliance with the prescribed shift and escalation process are also part of the stated responsibilities. Complex issues should be routed to the appropriate specialists or Level 2 and Level 3 IT support staff rather than handled outside the assigned support level.

Work Location and Mode

The listed job location is Noida, Uttar Pradesh, India. The description identifies remote desktop support as the type of technical support provided to users; it does not say that the employee can work remotely. The work mode is therefore set to the portal's default onsite value.

Who Should Consider This Role

This role may suit candidates interested in IT service desk, desktop support, technical support, or IT operations work. Candidates should be prepared to handle user tickets, communicate through phone, email, and chat, follow documented procedures, update worklogs, and escalate complex problems when needed.

The supplied job description does not specify educational qualifications, a required number of years of experience, a salary range, or an application deadline. These details have not been assumed.

About HCLTech

HCLTech describes itself as a global technology company delivering capabilities across digital, engineering, cloud, and AI through services and products. The company information provided in the job listing states that it works with clients across industries including financial services, manufacturing, life sciences and healthcare, technology and services, telecom and media, retail and consumer packaged goods, and public services.

How to Apply

Review the official HCLTech vacancy details and submit your application through the employer's application page. Check the application portal for any additional eligibility or recruitment information that may be provided there.

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