At a Glance
- Tasks: Provide top-notch technical support and resolve IT incidents for BMS Employees.
- Company: Dynamic tech company in the heart of London, fostering a collaborative environment.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Other info: Exciting career path with exposure to cutting-edge technologies and diverse teams.
- Why this job: Join a vibrant team and enhance your tech skills while making a real difference.
- Qualifications: Experience in IT support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Senior Analyst – English, German, Microsoft Windows – City Of London, England
Job Summary
About Role – The Service Desk Analyst L1 provides support for incident resolution and requests reported by BMS Employees. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding the use of applications, software, hardware, and infrastructure components. The Analyst collects information through customer conversations, probes, accesses support tools, and, if needed, escalates to additional support teams. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.
Key Responsibilities
- Perform technical support via telephone, chat, email, or self‑service tickets across all geographies.
- Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks, ensuring 100% compliance with internal policies and procedures.
- Provide hardware and software support to users, including application support for MS Office, Citrix, VPN, SCCM, Amazon Workspaces, etc.
- Deliver first‑level resolution using standard operating procedures or work instructions, where possible.
- Perform customer callbacks as required.
- Offer remote solutions and explain them in a way that non‑technical users can understand.
- Build or flag the need for knowledge articles when relevant content is missing.
- Take ownership of tickets and requests, communicating regularly with customers to ensure speedy resolution.
Skill Requirements
- Hands‑on experience with ServiceNow/SNOW, Remedy Now, or any ITSM tool.
- Ability to meet service level agreements such as response and resolution time, ASA (Average Speed of Answering), AHT (Average Handling Time), and CSAT (Customer Satisfaction).
- Provide refresher training to new members onshore and offshore.
- Manage and support different lines of business during requirements.
- Basic understanding of DHCP, DNS, IP addressing, subnetting, and troubleshooting wireless LAN and Ethernet desktop configuration issues.
- Knowledge of mobile operating systems such as iOS, iPadOS, and Android.
Other Requirements
- Strong oral and written communication skills in all required languages.
- 1–5 years of experience in IT technical support or service desk (preferred).
- Excellent knowledge and experience troubleshooting Windows, iOS, Android, and basic MAC OS issues.
- Experience with the ServiceNow ticketing system.
- Open to working in a 24x7 environment with rotational shifts and week‑offs.
- Bachelor’s degree in computer science or a related field; IT diploma holders are also considered.
Senior Analyst - English, German, Microsoft Windows employer: HCL Technologies Limited
As a Track Lead in MDM Intune, you will join a forward-thinking organisation that prioritises employee growth and development, offering access to higher education programmes and skills resources. Our collaborative work culture fosters innovation and ensures that your contributions directly enhance the stability and security of our endpoint ecosystem, impacting nearly all users across the enterprise. With generous personal time off and family benefits, we are committed to supporting a balanced and fulfilling work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Analyst - English, German, Microsoft Windows
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HCL Technologies Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HCL Technologies Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Analyst - English, German, Microsoft Windows
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HCL Technologies Limited:Your cover letter is your chance to shine! Tell us why you want to work at HCL Technologies Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HCL Technologies Limited!
How to prepare for a job interview at HCL Technologies Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
