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,SPANISH-SPAIN,Windows
Job Summary
As a Support Analyst, you will play a vital role in delivering exceptional Level 1 remote desktop support. Your primary responsibility will be to resolve assigned tickets efficiently and effectively, ensuring adherence to the company's Service Level Agreements (SLAs) and quality standards. Your proficiency in Spanish will be crucial in providing excellent customer service, enhancing the overall customer experience. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To The Agreed Sla For Ticket Volume And Response Time.
2. Maintain Quality Standards By Monitoring Voice And Accent, As Well As Complying With Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Average Handling Time, And Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability For Customers By Maintaining Efficient Login Practices And Being Readily Accessible During Support Hours.
5. Accurately Update Worklogs And Follow The Shift/Escalation Process To Escalate Complex Issues To The 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 Enhance Technical Skills.
Skill Requirements
1. Proficiency In Spanish (Spain) For Effective Communication With Customers.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Techniques.
3. Familiarity With Ticketing Systems And It Support Processes.
4. Strong Communication And Interpersonal Skills To Ensure Positive Customer Interactions.
5. Fundamental Knowledge Of Hardware And Software Troubleshooting.
Certification
1. Optional But Valuable Certifications: Itil Foundation Certification, Comptia A Certification.
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,SPANISH-SPAIN,Windows
Job Summary
As a Support Analyst, you will play a vital role in delivering exceptional Level 1 remote desktop support. Your primary responsibility will be to resolve assigned tickets efficiently and effectively, ensuring adherence to the company's Service Level Agreements (SLAs) and quality standards. Your proficiency in Spanish will be crucial in providing excellent customer service, enhancing the overall customer experience. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To The Agreed Sla For Ticket Volume And Response Time.
2. Maintain Quality Standards By Monitoring Voice And Accent, As Well As Complying With Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Average Handling Time, And Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability For Customers By Maintaining Efficient Login Practices And Being Readily Accessible During Support Hours.
5. Accurately Update Worklogs And Follow The Shift/Escalation Process To Escalate Complex Issues To The 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 Enhance Technical Skills.
Skill Requirements
1. Proficiency In Spanish (Spain) For Effective Communication With Customers.
2. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Techniques.
3. Familiarity With Ticketing Systems And It Support Processes.
4. Strong Communication And Interpersonal Skills To Ensure Positive Customer Interactions.
5. Fundamental Knowledge Of Hardware And Software Troubleshooting.
Certification
1. Optional But Valuable Certifications: Itil Foundation Certification, Comptia A Certification.