SeniorAnalyst - English, Latin, Windows

HCL Technologies Limited; Polska; On-site; PLN 126,000 - 181,000; Full time

Job summary

A global technology company is seeking a Sr. Analyst in Support & Operations to deliver exceptional remote desktop support. You'll troubleshoot technical issues in English and Latin Spanish, maintain service level agreements, and enhance customer satisfaction. The ideal candidate will have a strong understanding of Windows OS, effective communication skills, and familiarity with remote support tools. Certifications like ITIL Foundation and CompTIA A+ are a plus. Join us to enhance your career while contributing to a satisfied customer base.

Benefits

Personal time off

Maternity and paternity benefits

Access to skills/higher education programs

Discounts on products and services

Opportunities for career advancement

Qualifications

• Strong understanding of Windows Operating Systems and troubleshooting techniques.
• Proficiency in English and Spanish (Latin) with effective communication skills.
• Ability to adhere to quality standards and customer service protocols.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving issues.
• Maintain compliance with quality standards during customer interactions.
• Strive for first call resolution to enhance customer experience.
• Update worklogs accurately and follow the escalation process.
• Engage in knowledge base updates and self-development.

Skills

Understanding of Windows Operating Systems

Proficiency in Spanish (Latin)

Effective verbal and written communication skills

Familiarity with Remote Desktop Support Tools

Basic knowledge of Networking Concepts

Education

Itil Foundation Certification

Comptia A+ Certification

Job description

The Sr. Analyst in Support & Operations plays a crucial role in delivering exceptional remote desktop support to our clients. This position focuses on troubleshooting and resolving technical issues efficiently while ensuring adherence to service level agreements (SLA) and maintaining high-quality standards. The incumbent will contribute to improving customer satisfaction through effective communication and problem-solving skills in both English and Latin Spanish.

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 Sla For Ticket Resolution Timelines.
• 2. Maintain Compliance With Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Effective Communication In Both English And Latin Spanish During Customer Interactions.
• 3. Enhance Customer Experience By Striving For First Call Resolution, Minimizing Average Handling Time (Aht), And Reducing Rejected Resolutions And Re-Opened Cases.
• 4. Ensure High Availability And Login Efficiency To Meet Customer Demands And Support Team Objectives.
• 5. Update Worklogs Accurately And Follow The Escalation Process To Address Complex Problems By Routing Them To The Appropriate 2Nd And 3Rd Level It Support Specialists.
• 6. Engage In Value-Adding Activities Such As Knowledge Base Updates And Continuous Self-Development To Enhance Technical Skills And Service Delivery.

Skill Requirements

• 1. Strong Understanding Of Windows Operating Systems And Troubleshooting Techniques
• 2. Proficiency In Spanish (Latin) And English, With Effective Verbal And Written Communication Skills
• 3. Familiarity With Remote Desktop Support Tools And Techniques
• 4. Basic Knowledge Of Networking Concepts And Hardware Components
• 5. Ability To Adhere To Quality Standards And Customer Service Protocols

Other Requirements

• 1. Itil Foundation Certification (Optional But Valuable)
• 2. Comptia A+ Certification (Optional But Valuable

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 226,600 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 September 2025totaled $14.2billion.

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs and live life with a purpose

Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.