Analyst (Support & Operations)

Nagpur, Maharashtra

Job Summary

Role Purpose Provide Level 1 support to employees through approved support channels, ensuring timely resolution of employee queries, incidents, and service requests while maintaining customer satisfaction and adherence to operational SLAs. Employee Care support is primarily knowledge-based and process-driven. Key Responsibilities Serve as the first point of contact for employee IT and service-related requests. Log, categorize, prioritize, and route incidents/service requests. Resolve issues using approved Knowledge Base (KB) articles and documented procedures. Provide support through phone, email, chat, and ticketing tools. Maintain accurate ticket documentation and updates. Meet SLA, quality, productivity, and customer satisfaction targets. Escalate unresolved issues to appropriate resolver groups. Follow organizational compliance, security, and process requirements. Participate in shift operations and knowledge-sharing activities. Required Skills Good verbal and written communication skills. Customer service orientation and problem-solving ability. Basic understanding of IT support processes and ticketing systems. Ability to follow documented procedures and knowledge articles. Strong teamwork and stakeholder management skills. Willingness to work in shifts and support global users. Preferred Qualifications Graduate in any discipline. 0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support. Familiarity with ServiceNow or similar ITSM tools. Key Performance Indicators (KPIs) SLA compliance First Contact Resolution (FCR)



Customer Satisfaction (CSAT) Ticket quality and documentation accuracy Productivity and adherence metrics

Key Performance Indicators (KPIs)\\r\\nSLA compliance\\r\\nFirst Contact Resolution (FCR)\\r\\nCustomer Satisfaction (CSAT)\\r\\nTicket quality and documentation accuracy\\r\\nProductivity and adherence metrics

Key Responsibilities

Key Responsibilities Serve as the first point of contact for employee IT and service-related requests. Log, categorize, prioritize, and route incidents/service requests. Resolve issues using approved Knowledge Base (KB) articles and documented procedures. Provide support through phone, email, chat, and ticketing tools. Maintain accurate ticket documentation and updates. Meet SLA, quality, productivity, and customer satisfaction targets. Escalate unresolved issues to appropriate resolver groups. Follow organizational compliance, security, and process requirements. Participate in shift operations and knowledge-sharing activities.

Skill Requirements

Required Skills Good verbal and written communication skills. Customer service orientation and problem-solving ability. Basic understanding of IT support processes and ticketing systems. Ability to follow documented procedures and knowledge articles. Solid teamwork and stakeholder management skills. Willingness to work in shifts and support global users.

Other Requirements

Preferred Qualifications Graduate in any discipline. 0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support. Familiarity with ServiceNow or similar ITSM tools.

📌 Analyst (Support & Operations) (Nagpur)
🏢 HCLTech
📍 Nagpur