What are the responsibilities and job description for the SENIOR 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
Sr Analyst-English,MANDARIN,Windows
Job Summary
The Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company'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 Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours.
5. Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance.
Skill Requirements
1. Proficiency In Mandarin And English For Effective Communication With Customers.
2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.
5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
Certification
1. Optional But Valuable Certifications: Comptia A , Itil Foundation.
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
Sr Analyst-English,MANDARIN,Windows
Job Summary
The Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company'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 Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours.
5. Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance.
Skill Requirements
1. Proficiency In Mandarin And English For Effective Communication With Customers.
2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.
5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
Certification
1. Optional But Valuable Certifications: Comptia A , Itil Foundation.