HCLTech is inviting applications from talented and motivated individuals for the role of Analyst at its Noida location. This is a great opportunity for recent graduates and early-career professionals with a BE/B.Tech degree and 0 to 2.5 years of experience to join a leading global IT services company. If you’re looking to kickstart your career in a dynamic, growth-driven environment, HCL offers a platform to learn, grow, and make an impact. Don’t miss the chance to become part of one of the most respected names in the tech industry.
About HCL:
HCL Technologies Limited, doing business as HCLTech, is an Indian multinational information technology consulting company headquartered in Noida. Founded by Shiv Nadar, it was spun out in 1991 when HCL entered into the software services business. The company has offices in 52 countries and over 225,944 employees.
Job Details
Role: Analyst
Qualification: BE/B.Tech
Salary: Best In Industry
Job Location: Noida
Experience: 0-2.5 Years
Job Type: Full Time
Job Description
Customer Support Responsibilities – Technical Role
- Handle customer calls regarding technical issues, product/device problems, new feature requests, and general client concerns.
- Respond promptly and accurately to customer queries via phone, email, or chat.
- Create tickets for customer-reported issues, perform initial troubleshooting, and escalate to the next level with regular follow-ups until resolution.
- Take full ownership of customer issues and ensure they are seen through to resolution.
- Collect accurate and detailed information from customers and document troubleshooting steps in ticket logs.
- Follow the correct process flow and escalation matrix as per the defined SLA.
- Monitor proactive alarms, perform initial troubleshooting, and coordinate with customers and internal/external teams for issue resolution.
- Possess knowledge of Unified Communication systems, VoIP, SIP, Communication Manager, Gateways, and networking fundamentals.
- Have basic skills in troubleshooting voice-related issues, including tracing and analyzing SIP packets.
- To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- 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.
- 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.
- Work on value adding activities such Knowledge base update & self development
How to Apply for HCL Off Campus Drive 2025?
All interested and eligible candidates can apply for this drive online as soon as possible by using official link given below.
| HCL Off Campus Drive 2025 – Important Apply Link |
| Apply For This Job |