Service Desk - Analyst(German/French)

HCL Technologies Limited; Lucknow; On-site; INR 400,000 - 650,000; Full time

Job summary

HCLTech is seeking a Service Desk Analyst (German/French) in Lucknow to handle first-line remote support for end users. The role requires strong communication skills in German or French and experience in technical support with networking.

You will diagnose hardware/software/network issues, document resolutions, and route more complex problems to higher levels. Freshers to 5+ years of experience are considered.

Qualifications

• Must have excellent communication skills (German/French).
• Experience in technical support along with networking.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
• Responds to telephone calls, email, instant messages, and assigned tickets from users.
• To adhere to quality standards, regulatory requirements and company policies.

Responsibilities

• Provide level 1 remote desktop support and perform other activities based on SOPs.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Escalate complex problem to appropriate support specialists.
• Provide knowledge transfer of EUC operations.

Skills

German language

French language

Communication skills

Technical support

Networking

Job description

Responsibilities:

• Must have excellent communication skills (German/French).
• Should have experience in technical support along with networking.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations.
• To provide support for on call escalations and doing root cause analysis of given issue.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Position:

Service desk - Analyst (German/French)

Experience:

Freshers or Lateral (6months to 5+ years)

Job Location:

Lucknow