Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Level 1 IT support, problem-solving, customer service orientation, Windows OS, MS Office, basic networking, remote support tools, ServiceNow, ITIL Foundation certification, global/shared services environments

Job Summary
Mandatory (Core Skills & Competencies)
1. Level 1 IT support expertise delivering remote desktop support via phone, email, and chat for hardware, software, and network issues.
2. Strong troubleshooting and problem‑solving skills to diagnose incidents and resolve them within defined SLA timelines.
3. Excellent English communication skills (spoken and written), with clear voice, accent, and qualified customer interaction.
4. Customer service orientation with focus on First Call Resolution (FCR), low Average Handling Time (AHT), and high CSAT.
5. Solid technical foundation in Windows OS, MS Office, basic networking, and remote support tools.
Secondary Skills
6. Experience with ticketing systems (ServiceNow) including accurate worklogs, documentation, and case tracking.
7. Ability to follow operational discipline, including login efficiency, availability, escalation to L2/L3, and adherence to quality standards.
8.



Capability to work under pressure and in rotational shifts while maintaining service quality and productivity.
Good to Have
9. ITIL Foundation certification, supporting structured incident and service management practices.
10. Exposure to global/shared services environments, including multilingual or distributed support models.
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.

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