Associate

No. of Positions

1

Job Description (Posting)

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

SrAnalyst-English,SPANISH-LATIN,Windows

Job Summary

The Sr. Analyst in Support & Operations plays a crucial role in delivering exceptional remote desktop support to our clients. This position focuses on troubleshooting and resolving technical issues efficiently while ensuring adherence to service level agreements (SLA) and maintaining high-quality standards. The incumbent will contribute to improving customer satisfaction through effective communication and problem-solving skills in both English and Latin Spanish.

Key Responsibilities

• Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Sla For Ticket Resolution Timelines.
• Maintain Compliance With Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Effective Communication In Both English And Latin Spanish During Customer Interactions.
• Enhance Customer Experience By Striving For First Call Resolution, Minimizing Average Handling Time (Aht), And Reducing Rejected Resolutions And Re-Opened Cases.
• Ensure High Availability And Login Efficiency To Meet Customer Demands And Support Team Objectives.
• Update Worklogs Accurately And Follow The Escalation Process To Address Complex Problems By Routing Them To The Appropriate 2Nd And 3Rd Level It Support Specialists.
• Engage In Value-Adding Activities Such As Knowledge Base Updates And Continuous Self-Development To Enhance Technical Skills And Service Delivery.

Skill Requirements

• Strong Understanding Of Windows Operating Systems And Troubleshooting Techniques
• Proficiency In Spanish (Latin) And English, With Effective Verbal And Written Communication Skills
• Familiarity With Remote Desktop Support Tools And Techniques
• Basic Knowledge Of Networking Concepts And Hardware Components
• Ability To Adhere To Quality Standards And Customer Service Protocols

Certification

• Itil Foundation Certification (Optional But Valuable)
• Comptia A+ Certification (Optional But Valuable)

Employee Group

Contract

Entity

INFRA

Contract Clause:

This role/position is for contractors which operate via an agency PAYE payroll or via and FCSA accredited umbrella company

Reporting Manager Designation

GROUP MANAGER