What are the responsibilities and job description for the ANALYST position at HCL Technologies?
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Analyst-English,JAPANESE,Windows
Job Summary
The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
5. Update Worklogs Accurately And Follow The Shift Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Technical Skills And Service Delivery.
Skill Requirements
1. Proficiency In Japanese And English For Effective Communication With Customers.
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.
Certification
1. Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles.
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Analyst-English,JAPANESE,Windows
Job Summary
The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
5. Update Worklogs Accurately And Follow The Shift Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Technical Skills And Service Delivery.
Skill Requirements
1. Proficiency In Japanese And English For Effective Communication With Customers.
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.
Certification
1. Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles.
