Analyst in Support & Operations

Overview

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.

• 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.
• Maintain compliance with quality standards, regulatory requirements, and company policies, ensuring effective communication in both English and Latin Spanish during customer interactions.
• Enhance customer experience by striving for first call resolution, minimizing average handling time (AHT), and reducing rejected resolutions and re-opened cases.
• Ensure high availability and login efficiency to meet customer demands and support team objectives.
• 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.
• Engage in value-adding activities such as knowledge base updates and continuous self-development to enhance technical skills and service delivery.

• Senior Analyst - English, Latin, Windows, 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

HCLTech is a global technology company with operations in multiple countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI.