HCLTech Technical Support Analyst Interview Questions and Answers

I use tools like remote desktop software, ticketing systems, and knowledge bases to support various applications such as Microsoft Office, antivirus software, and VPN clients.

• Remote desktop software (e.g. TeamViewer, AnyDesk)

• Ticketing systems (e.g. ServiceNow, Jira)

• Knowledge bases (e.g. Confluence, SharePoint)

• Applications like Microsoft Office, antivirus software, VPN clients

ITSM stands for Information Technology Service Management. Incident management deals with resolving unplanned interruptions to services. Service request management handles planned service requests. Change management involves controlling changes to IT systems.

• ITSM is a framework that helps organizations manage their IT services efficiently.

• Incident management focuses on restoring normal service operation as quickly as p...read more

I prioritize and escalate critical operational issues to ensure timely resolution and minimal impact on operations.

• Quickly assess the severity and impact of the issue

• Communicate with relevant stakeholders to gather information and coordinate response

• Follow established protocols and procedures for handling critical incidents

• Escalate to higher levels of support or management as needed

• Provide regular updates on the status...read more

I handle a variety of technical issues related to software, hardware, network connectivity, and user account access.

• Troubleshooting software applications for errors or bugs

• Resolving hardware malfunctions or issues

• Assisting with network connectivity problems

• Resetting passwords and troubleshooting user account access

• Providing technical support for various IT systems and tools

AHT is the total time spent on a call including ACW, while ACW is the time spent after the call ends. FCR is the percentage of calls resolved on the first attempt.

• AHT includes the time spent talking to the customer and the time spent on ACW, while ACW is the time spent after the call ends for wrap-up tasks.

• For example, if a call lasts 10 minutes and the ACW is 2 minutes, the AHT would be 12 minutes.

• FCR is the percentag...read more

Tickets are prioritized based on impact, urgency, and customer importance before SLA.

• Tickets are categorized based on impact, urgency, and customer importance.

• High impact issues with urgent resolution needs are given top priority.

• Customer importance may also play a role in prioritization.

• Regular reviews and updates are done to ensure tickets are prioritized correctly.

• Automated ticketing systems may help in prioritizing...read more