Analyst (Support & Operations)

HCLTech; Lima Metropolitana; A distancia; PEN 24.000 - 42.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking an Analyst (Support & Operations) to resolve assigned tickets and provide Level 1 remote desktop support in line with SLA and quality standards. Fluency in Spanish and working knowledge of English are required, with duties spanning incident diagnosis, log updates, and knowledge base contributions.

The role emphasizes maintaining customer satisfaction through First Call Resolution and efficient handling times, with escalation to higher IT levels as needed and

Formación

• Fluent in Spanish with working knowledge of English.

Responsabilidades

• Provide level 1 remote desktop support to resolve tickets via phone/email/chat within SLA.
• Adhere to quality standards, including voice/accents, monitoring, and company policies.

Conocimientos

Fluent Spanish

English knowledge

Descripción del empleo

Career Opportunities: Analyst (Support & Operations) (149596)

Requisition ID149596-Posted10/22/2026

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

The resource should be fluent in spanish and must have a working knowledge of english

Key Responsibilities

• 1. 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.
• 2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• 3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• 4. To maintain high login Efficiency (Availability) for customers.
• 5. To update worklogs and follow shift/ escalation process to escalte complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• 6. Work on value adding activities such Knowledge base update & self development.