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Sr Analyst
Job in
Boston, Suffolk County, Massachusetts, 02108, USA
Listed on 2026-10-29
Listing for:
HCL Technologies
Full Time
position Listed on 2026-10-29
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support
Job Description & How to Apply Below
Minimum Salary (US): 65000
Job Summary
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
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.
Skill Requirements
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Other Requirements
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