Job description:

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Sr Analyst-English,FRENCH,Windows

Job Summary
To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

• Key Responsibilities
  1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers end users
  2. Route problems to internal support group
  3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge 
  4. Administer and provide User Access in various systems
  5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
  6. Excellent communication and conversation skills (both verbal and written)
  7. Fluent English and French
  8. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
  9. Ability to acquire new information quickly and the willingness to do so at all times
  
  Skill Requirements
  1. Understanding of the IT environment and readiness to learn new processes and technologies
  2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
  3. ITIL knowledge and certification would be an asset
  4. Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc. 
  
  Certification
  1. 1 year of previous IT experience (Customer Service & Technical Support)