Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Noida, India

Skills: MS Outlook, MS Teams, remote desktop support, hardware problem diagnosis, software problem diagnosis, network problem diagnosis, customer experience, CSAT, First Call Resolution, AHT, Knowledge base update, organizational skills

Job Summary
Executive Assistant to Mondelez Network Leadership team. This role is based in India and requires working in the UK time zone to support Network Leads located in Costa Rica, Europe, and India. The position provides high‑level executive administrative support, ensuring seamless coordination, communication, and operational efficiency across regions. The ideal candidate must be fluent in English and highly proficient in Outlook, MS Teams and other productivity tools.

Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability)



for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements
Manage complex calendars for 9 senior leaders across multiple time zones.
• Coordinate meetings, appointments, and recurring sessions with global stakeholders.
• Prepare agendas, capture meeting minutes, and track follow-up actions.
• Organize travel arrangements, logistics, and documentation when required.
• Maintain confidentiality and handle sensitive information with professionalism.
• Support leaders with email prioritization, communication drafting, and task follow-up.
• Ensure seamless coordination across Costa Rica, Europe, and India teams.

Other Requirements
Strong proficiency in Outlook and MS Teams.
• Excellent written and verbal communication skills in English.
• Robust organizational skills with the ability to manage multiple priorities.
• Experience supporting senior leadership in a global environment.
• Ability to work independently, anticipate needs, and proactively solve problems.

📌 Analyst (Support & Operations) (Noida)
🏢 HCL Technologies
📍 Noida