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Sranalyst-eng,portugese-brazilian

HCL Technologies

City Of London

On-site

GBP 30,000 - 45,000

Full time

Today
Be an early applicant

Job summary

A global technology company is seeking a Sr Analyst to provide Level 1 remote desktop support. The ideal candidate must be proficient in Brazilian Portuguese, possess strong communication skills, and have a basic understanding of Windows operating systems. Responsibilities include diagnosing and resolving technical issues, ensuring high customer satisfaction, and maintaining quality standards. This role offers opportunities for self-development and career growth within a supportive team environment.

Qualifications

  • 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.

Responsibilities

  • Provide Level 1 remote desktop support by diagnosing and resolving issues.
  • Maintain quality standards and adhere to regulations during interactions.
  • Ensure positive customer experience and manage average handling time.
  • Update work logs accurately and route complex issues appropriately.
  • Engage in self-development opportunities to enhance skills.

Skills

Proficient in Brazilian Portuguese
Strong communication skills
Basic understanding of Windows operating systems
Troubleshooting techniques
Familiarity with remote desktop support tools
Customer service orientation
Problem-solving skills

Education

Itil Foundation Certification (optional)
Certifications in Microsoft Windows Support (optional)
Job description
Overview

SrAnalyst-Eng, PORTUGESE-BRAZILIAN

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.

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.

To learn more about how we can supercharge progress for you, visit

Job Responsibilities

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).
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