Analyst - English, German, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
The Analyst in Support & Operations provides Level 1 remote desktop support, diagnosing and resolving hardware, software, and network issues via phone, email, and chat. This role requires proficiency in English and German, a basic understanding of Windows, and familiarity with troubleshooting methodologies.
Responsibilities
- 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 volume and resolution time.
- Maintain quality standards in voice and accent as well as technical monitoring, ensuring compliance with regulatory requirements and company policies.
- Enhance Customer Satisfaction (CSAT) by achieving First Call Resolution and minimizing Average Handling Time (AHT) while reducing rejected resolutions and reopened cases.
- Ensure high availability and efficiency by maintaining login efficiency and being accessible to customers during support hours.
- Update work logs accurately and follow established shift and escalation processes to route complex issues to appropriate support specialists or 2nd and 3rd level IT support teams as needed.
- Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities to improve skills and service quality.
Requirements
- Proficiency in English and German languages for effective communication.
- Basic understanding of Windows Operating Systems and Remote Desktop Support Tools.
- Familiarity with hardware and software troubleshooting methodologies.
Desired Qualifications
- Optional but valuable certifications, such as ITIL Foundation or CompTIA A+, to enhance support and operational effectiveness.
#Level 1 Support#Remote Desktop Support#Hardware#Software#Network Issues#SLA#Customer Experience#Problem Diagnosis#Resolution#Voice and Accent#Technical Monitoring#Regulatory Requirements#Company Policies#Customer Satisfaction (CSAT)#First Call Resolution#Average Handling Time (AHT)#Rejected Resolutions#Reopened Cases#High Availability#Efficiency#Login Efficiency#Support Hours#Work Logs#Shift Processes#Escalation Processes#Support Specialists#2nd and 3rd Level IT Support#Knowledge Base#Self-Development#Service Quality#English#German#Windows Operating Systems#Remote Desktop Support Tools#Troubleshooting Methodologies#ITIL Foundation#CompTIA A+
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Entry
Locations
Lucknow, India
Applicants
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