Analyst - English, German, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
The Analyst role focuses on delivering high-quality Level 1 remote desktop support, resolving hardware, software, and network issues. This position requires proficiency in English and German, basic Windows OS understanding, 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.
- Maintain quality standards in voice and accent, and technical monitoring.
- Enhance customer satisfaction (CSAT) by achieving first call resolution and minimizing average handling time (AHT).
- Ensure high availability and efficiency by maintaining login efficiency and accessibility during support hours.
- Update work logs accurately and follow established shift and escalation processes.
- Engage in value-adding activities such as updating the Knowledge Base and pursuing self-development opportunities.
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.
#IT Support#Help Desk#Customer Service#Windows
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Entry
Locations
Lucknow, India
Applicants
Be an early applicant