{"schemaVersion":"jobsearcher.job.v1","id":"abebea2ed44e95f1e3563ba7","url":"https://jobsearcher.com/jobs/abebea2ed44e95f1e3563ba7","canonicalUrl":"https://jobsearcher.com/jobs/abebea2ed44e95f1e3563ba7","title":"Sr Analyst","description":"Austin, Texas\nJob Summary\nTo independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.\nKey Responsibilities\n1. 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.\n2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.\n3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.\n4. To maintain high login Efficiency (Availability) for customers.\n5. 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.\n6. Work on value adding activities such Knowledge base update & self development.\n\nMaximum Salary (US):Minimum Salary (US):\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","company":"HCLTech","rawCompany":"hcltech","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-11T16:31:32.038Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr Analyst","description":"Austin, Texas\nJob Summary\nTo independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.\nKey Responsibilities\n1. 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.\n2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.\n3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.\n4. To maintain high login Efficiency (Availability) for customers.\n5. 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.\n6. Work on value adding activities such Knowledge base update & self development.\n\nMaximum Salary (US):Minimum Salary (US):\n#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-","datePosted":"2026-08-11T16:31:32.038Z","dateModified":"2026-08-11T16:31:32.038Z","hiringOrganization":{"@type":"Organization","name":"HCLTech","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"abebea2ed44e95f1e3563ba7"},"url":"https://jobsearcher.com/jobs/abebea2ed44e95f1e3563ba7"}}