Analyst (Support & Operations)

Experience: 0 to 2 years

Location: Nagpur, India

Skills: Windows, O365, networking, ticketing tools, customer service, ITIL

Job Summary
Handle user queries via phone/chat/email/web
• Log and track tickets
• Provide basic issue resolution (passwords, apps, connectivity)
• Escalate unresolved issues
• Update users on ticket status
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities
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.
To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.




To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
To maintain high login Efficiency (Availability) for customers.
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.
Work on value adding activities such Knowledge base update & self development.

Skill Requirements
Basic IT knowledge (Windows, O365, networking) • Familiarity with ticketing tools • Troubleshooting skills • Solid communication & customer service

Other Requirements
0–2 years experience • ITIL or basic IT certifications (preferred) • Versatile for shifts

📌 Analyst Support & Operations Nagpur (India)
🏢 HCL Technologies
📍 India