Desktop Support Analyst

HCLTech; São Carlos; Híbrido; BRL 56 000 - 100 000; Tempo integral

Resumo da oferta

HCLTech in Brazil is seeking a Desktop Support Analyst to provide on-site and remote technical support for end users, ensuring smooth operation of desktops, hardware, software, and business applications. The role emphasizes strong customer service and collaboration with IT teams to maintain quality and SLAs.

You will document incidents in the ticketing system, perform root-cause analyses for recurring issues, assist users by phone, email, and remote tools, and participate in knowledge-sharing

Qualificações

• Experience providing desktop and end-user support in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems and desktop troubleshooting.
• Experience supporting hardware, software, printers, peripherals, and business applications.
• Familiarity with remote support tools and IT ticketing systems.
• Understanding of incident management and problem-resolution processes.
• Strong analytical and troubleshooting skills.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Strong organizational and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive mindset with a focus on delivering high-quality support.

Responsabilidades

• Provide day-to-day desktop support for local and remote users.
• Receive and manage inbound support requests, troubleshooting hardware, software, and application-related issues.
• Diagnose and resolve incidents related to Windows operating systems, desktop hardware, peripherals, and business applications.
• Document incidents, troubleshooting steps, resolutions, and updates within the ticketing system.
• Deliver break/fix support and perform root cause analysis for recurring issues.
• Escalate complex problems when necessary and collaborate with internal IT teams to achieve timely resolution.
• Support users through phone, email, and remote assistance tools.
• Ensure compliance with IT policies, procedures, and service level agreements (SLAs).
• Work closely with supervisors and managers to maintain operational consistency and service quality.
• Contribute to continuous improvement initiatives and knowledge-sharing activities.

Conhecimentos

Desktop support

Windows troubleshooting

Remote support tools

Ticketing systems

Customer service

Communication

Documentation

Ferramentas

Windows OS

Printers & peripherals

Descrição da oferta de emprego

We are seeking a Desktop Support Analyst to provide both on-site and remote technical support to end users, ensuring the efficient operation of desktop systems, hardware, software, and business applications. This role is responsible for delivering a high level of customer service, troubleshooting technical issues, and maintaining accurate documentation within the IT ticketing system.

The ideal candidate is customer-focused, proactive, and capable of resolving a broad range of desktop support challenges while collaborating with IT teams to ensure operational excellence.

Key Responsibilities

• Provide day-to-day desktop support for local and remote users.
• Receive and manage inbound support requests, troubleshooting hardware, software, and application-related issues.
• Diagnose and resolve incidents related to Windows operating systems, desktop hardware, peripherals, and business applications.
• Document incidents, troubleshooting steps, resolutions, and updates within the ticketing system.
• Deliver break/fix support and perform root cause analysis for recurring issues.
• Escalate complex problems when necessary and collaborate with internal IT teams to achieve timely resolution.
• Support users through phone, email, and remote assistance tools.
• Ensure compliance with IT policies, procedures, and service level agreements (SLAs).
• Work closely with supervisors and managers to maintain operational consistency and service quality.
• Contribute to continuous improvement initiatives and knowledge-sharing activities.

Required Qualifications

• Experience providing desktop and end-user support in a corporate environment.
• Strong knowledge of Microsoft Windows operating systems and desktop troubleshooting.
• Experience supporting hardware, software, printers, peripherals, and business applications.
• Familiarity with remote support tools and IT ticketing systems.
• Understanding of incident management and problem-resolution processes.Strong analytical and troubleshooting skills.
• Ability to diagnose technical issues and provide effective solutions in a timely manner.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Strong organizational and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive mindset with a focus on delivering high-quality support.

Language Requirements

• Advanced English proficiency required for daily communication with global teams and end users.