Analyst - English, Latin, Windows

HCL Technologies Limited; Dadri; On-site; INR 350,000 - 500,000; Full time

Job summary

HCL Technologies Limited is seeking an Analyst in Support & Operations to deliver Level 1 remote desktop support and resolve issues via phone, email, and chat. The role emphasizes SLA compliance, fast response, and maintaining customer satisfaction while logging activities and escalating complex cases as needed.

The position requires fluency in Spanish and English, knowledge of Windows OS, and a customer-service mindset.

Qualifications

• Proficient in Spanish (Latin) and English with strong communication.
• Familiarity with Windows OS and remote desktop tools.
• Basic knowledge of troubleshooting hardware and software issues.
• Understanding of customer service principles and practices.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat, ensuring adherence to SLAs.
• Maintain quality standards in communication, including voice and accent, while monitoring technical performance per regulatory requirements and company policies.
• Ensure a positive customer experience and high CSAT by striving for first call resolution and minimizing AHT while reducing rejected resolutions and reopened cases.
• Maintain high availability and login efficiency to ensure prompt support for customer inquiries and issues.
• Update work logs diligently and follow escalation processes to route complex issues to appropriate support specialists or escalate to 2nd and 3rd level IT support when necessary.
• Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities to enhance skills and service delivery.

Skills

Spanish (Latin)

English

Windows OS

Remote Desktop Tools

Customer service

Tools

Remote Desktop Tools

Job description

The Analyst in Support & Operations plays a crucial role in delivering first-level remote desktop support, ensuring timely resolution of tickets while adhering to service level agreements (SLAs) and quality standards. This position is essential for maintaining a positive customer experience and contributing to operational efficiency within the organization.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Communication, Including Voice And Accent, While Monitoring Technical Performance In Line With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) By Striving For First Call Resolution And Minimizing Average Handling Time (Aht) While Reducing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customer Inquiries And Issues.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support When Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Skills And Service Delivery.

Skill Requirements

1. Proficient In Spanish (Latin) And English With Strong Verbal And Written Communication Skills
2. Familiarity With Windows Operating Systems And Remote Desktop Support Tools
3. Basic Knowledge Of Troubleshooting Hardware And Software Issues
4. Understanding Of Customer Service Principles And Practices

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Comptia A

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.