Senior IT Support Analyst, Desktop & Remote Troubleshooting
Overview
As a Senior IT Support Analyst at HCLTech, you will own the full lifecycle of L1 remote desktop tickets at our Austin, Texas location. You will resolve hardware, software, and network issues via phone, email, and chat, directly serving global customers. You will collaborate with a support team to maintain high CSAT and meet SLA targets. This role stands out with a clear focus on first-call resolution and process adherence, offering hands-on growth with HCLTech's global IT ecosystem.
What You'll Do6
- 1Resolve L1 remote desktop tickets independently, diagnosing hardware, software, and network issues via phone, email, or chat within SLA time and volume targets.
- 2Deliver first-call resolution to keep average handling time low and prevent reopens, ensuring positive customer experience and CSAT scores.
- 3Maintain high availability and login efficiency, minimizing downtime for customer support queues.
- 4Adhere to quality standards for voice, accent, and technical monitoring, following HCLTech policies and regulatory requirements.
- 5Update worklogs accurately and follow shift/escalation procedures to route complex cases to 2nd and 3rd level specialists.
- 6Drive knowledge base enhancements by documenting resolutions and participating in self-development activities.
Requirements6
- 11-2 years of experience in L1 remote desktop support or a related IT help desk role.
- 2Proven ability to troubleshoot Windows and macOS environments, including common software and network issues.
- 3Strong verbal and written communication skills with clear accent and professional phone etiquette.
- 4Familiarity with ITIL processes and SLA management tools (e.g., ServiceNow).
- 5Ability to work onsite in Austin, Texas, with flexible shifts including weekends or holidays as needed.
- 6High school diploma or equivalent; CompTIA A+ or Microsoft certification is a plus.
Salary Insight
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