Analyst (Support & Operations)
India
Apply now
Job Description
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

ole Purpose\\\\r\\\\n\\\\r\\\\nProvide 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.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\nServe as the first point of contact for employee IT and service-related requests.\\\\r\\\\nLog, categorize, prioritize, and route incidents/service requests.\\\\r\\\\nResolve issues using approved Knowledge Base (KB) articles and documented procedures.\\\\r\\\\nProvide support through phone, email, chat, and ticketing tools.\\\\r\\\\nMaintain accurate ticket documentation and updates.\\\\r\\\\nMeet SLA, quality, productivity, and customer satisfaction targets.\\\\r\\\\nEscalate unresolved issues to appropriate resolver groups.\\\\r\\\\nFollow organizational compliance, security, and process requirements.\\\\r\\\\nParticipate in shift operations and knowledge-sharing activities.\\\\r\\\\nRequired Skills\\\\r\\\\nGood verbal and written communication skills.\\\\r\\\\nCustomer service orientation and problem-solving ability.\\\\r\\\\nBasic understanding of IT support processes and ticketing systems.\\\\r\\\\nAbility to follow documented procedures and knowledge articles.\\\\r\\\\nStrong teamwork and stakeholder management skills.\\\\r\\\\nWillingness to work in shifts and support global users.\\\\r\\\\nPreferred Qualifications\\\\r\\\\nGraduate in any discipline.\\\\r\\\\n0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support.\\\\r\\\\nFamiliarity with ServiceNow or similar ITSM tools.\\\\r\\\\nKey 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

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.

Other Requirements

Key Performance Indicators (KPIs) SLA compliance First Contact Resolution (FCR) Customer Satisfaction (CSAT) Ticket quality and documentation accuracy Productivity and adherence metrics
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.