Analyst (Support & Operations)

About the Role

HCLTech is seeking an Analyst (Support & Operations) to join their team in Riyadh, Ar Riyāḍ. This full-time position focuses on providing Level 1 remote desktop support and resolving assigned tickets in adherence to established Service Level Agreements (SLAs) and quality standards.

Key Responsibilities

• Provide Level 1 remote desktop support, including hardware, software, and network problem diagnosis and resolution via telephone, email, or chat, within agreed SLA for ticket volume and time.
• Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
• Ensure positive customer experience and CSAT through First Call Resolution and by maintaining minimum average handling time (AHT), rejected resolutions, and reopen cases.
• Maintain high login efficiency (availability) for customers.
• Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as required.
• Engage in value-adding activities such as knowledge base updates and self-development.

Role Objective

The primary objective of this role is to efficiently resolve assigned support tickets and deliver remote desktop assistance, ensuring compliance with the company's SLA and quality benchmarks. The Analyst will be a key point of contact for users, addressing technical issues promptly and professionally.

Performance Standards

• Resolution of tickets within agreed-upon SLAs.
• Adherence to all quality standards and regulatory requirements.
• Achievement of customer satisfaction (CSAT) targets.
• Maintenance of login efficiency and availability.

Work Environment

This is a full-time position based in Riyadh, where the Analyst will contribute to a support and operations team, providing essential IT assistance to maintain operational efficiency and user satisfaction.

Application Process

Candidates interested in this Analyst (Support & Operations) position at HCLTech are encouraged to apply.