Service Desk Analyst

HCL

Company description / JD introduction

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.

Responsibilities/ Tasks

To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self-development.
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.

Daily Activities

Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers
Route problems to internal support group
Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
Administer and provide User Access in various systems
Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions.

Education/certification

Bac+2

Key Skills Required

Excellent communication and conversation skills (both verbal and written)
Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
Ability to acquire new information quickly and the willingness to do so at all times

Language Requirements

• Excellent communication skills in Spanish (oral and written)
• Knowledge of English and French at B2 level at least