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For Companies Skills: SERVICE DESK
Secondary Skills: Windows SERVICE DESK
No. of positions: 1
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 are 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.
Job Summary
The Sr Analyst plays a crucial role in providing high‑quality Level 1 remote desktop support, ensuring the prompt resolution of technical issues while adhering to service level agreements (SLAs) and maintaining exceptional customer satisfaction. This position is integral to the Support & Operations team, leveraging proficiency in Brazilian Portuguese to enhance communication and service delivery.
Key Responsibilities
- Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues through telephone, email, or chat, ensuring adherence to ticket volume and time SLAs.
- Maintain quality standards by monitoring voice and accent compliance, following regulatory requirements, and adhering to company policies during all customer interactions.
- Ensure positive customer experience and high customer satisfaction (CSAT) through effective first call resolution and managing average handling time (AHT) with minimal rejected resolutions and reopened cases.
- Maintain high login efficiency and availability to ensure prompt support for customers.
- Update work logs accurately and follow the shift and escalation process to route complex issues to appropriate 2nd and 3rd level IT support specialists as necessary.
- Engage in value-adding activities, such as updating the knowledge base and pursuing self-development opportunities to enhance technical skills and service delivery.
Skill Requirements
- Proficient in Brazilian Portuguese with strong communication skills.
- Basic understanding of Windows operating systems and troubleshooting techniques.
- Familiarity with remote desktop support tools and ticketing systems.
- Strong customer service orientation and problem‑solving skills.
Certification
- ITIL Foundation Certification (optional but valuable).
- Certifications in Microsoft Windows Support (optional but valuable).
Senioranalyst - english, portuguese - br employer: HCL Technologies
Contact Detail:
HCL Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senioranalyst - english, portuguese - br
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Senior Analyst role, and who knows? They might just have the inside scoop on openings at HCLTech or similar companies.
✨Tip Number 2
Prepare for those interviews! Brush up on your technical skills related to Windows support and remote desktop tools. Practice common interview questions and scenarios you might face, especially around customer service and problem-solving.
✨Tip Number 3
Show off your language skills! Since this role requires proficiency in Brazilian Portuguese, be ready to demonstrate your communication abilities during interviews. Maybe even prepare a few responses in Portuguese to impress your interviewers!
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the HCLTech team and contributing to their mission of supercharging progress.
