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,GERMAN,Windows

Job Summary
As a Senior Analyst in Support & Operations, you will play a crucial role in delivering high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance the customer experience, ensuring compliance with service level agreements (SLAs) and organizational quality standards.

• Key Responsibilities
  1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
  2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
  3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
  4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
  5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
  6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.
  
  Skill Requirements
  1. Proficiency In German And English With Excellent Communication Skills.
  2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
  3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
  4. Familiarity With Ticketing Systems And Escalation Processes.
  5. Strong Customer Service Orientation And Problem-Solving Abilities.
  
  Certification
  1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support.