GERMAN Service Desk Analyst

HCLTech; Lucknow; On-site; INR 350,000 - 550,000; Full time

Job summary

HCLTech in Lucknow invites applications for a German-speaking Service Desk Analyst. You will independently troubleshoot and resolve assigned tickets and provide L1 remote desktop support in line with SLA and quality standards of the company.

Key responsibilities include providing level 1 remote desktop support to diagnose and resolve hardware, software and network issues via phone, email or chat, and adhering to quality standards.

Responsibilities

• Provide level 1 remote desktop support to diagnose and resolve hardware, software and network issues via phone, email or chat.
• Adhere to quality standards and SLAs, ensuring effective issue resolution and customer satisfaction.
• Maintain accurate worklogs, follow shift and escalation processes, and route complex problems to higher-level IT staff as needed.
• Contribute to knowledge base updates and engage in self-development activities.

Skills

German language proficiency

Job description

GERMAN - Service Desk Analyst

Job Summary:

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities:

• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• 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 / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To update worklogs and follow shift/ escalation process to escalation complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self-development.