Analyst (Support & Operations)

About the role

As an Analyst in Support & Operations at HCLTech in Madurai, you will deliver Level‑1 remote desktop assistance, diagnose and resolve hardware, software and network problems, and uphold service quality in line with agreed SLAs and company standards.

Responsibilities

• Provide L1 remote desktop support via phone, email or chat, handling hardware, software and network issues within defined SLA limits.
• Maintain compliance with voice, accent, tech‑monitoring standards, regulatory requirements and internal policies.
• Drive positive customer experiences by achieving first‑call resolution, low average handling time and high CSAT scores.
• Ensure high availability of support services for customers.
• Document worklogs, follow shift and escalation procedures, and route complex cases to higher‑level support teams.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Eligibility

• Freshers (0‑1 years of experience).
• Graduation batch years 2025 or 2026.
• Any graduate degree.

Skills

• Network troubleshooting
• Hardware support
• Ticketing systems
• Software support
• Remote desktop support
• Windows operating system
• ITIL fundamentals

Benefits