Administrator - Desk Side Services, AMT Asset Management Software
Brazil
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Job Description
Administrator - Desk Side Services, AMT Asset Management Software
Sao Paulo, São Paulo

Job Summary

Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within The Agreed Exceptional written and oral communication skills\\\\r\\\\n• Exceptional interpersonal skills, with a focus on listening and asking probing questions as \\\\r\\\\n• appropriate.\\\\r\\\\n• Strong documentation skills.\\\\r\\\\n• Ability to conduct research into a wide range of computing issues as required.\\\\r\\\\n• Ability to absorb and retain information quickly.\\\\r\\\\n• Ability to present ideas in user-friendly language to non-technical staff and end users.\\\\r\\\\n• Keen attention to detail.\\\\r\\\\n• Proven analytical and problem-solving abilities.\\\\r\\\\n• Ability to effectively prioritize and execute tasks in a high-pressure environment.\\\\r\\\\n• Exceptional customer service orientation.\\\\r\\\\n• Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective.\\\\r\\\\n• To resolve assigned tickets in adherence to agreed SLA and quality standards of the company\\\\r\\\\n• To maintain high login Efficiency (Availability) for customers\\\\r\\\\n• To resolve tickets within agreed SLA of ticket volume and time\\\\r\\\\n• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies\\\\r\\\\n• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases\\\\r\\\\n• To update worklogs and follow shift/ escalation process and process compliance\\\\r\\\\n• Work on value adding activities such Knowledge base update & self-development 

Skill Requirements

Consistently demonstrates a positive attitude and approach. • Demonstrates enthusiasm and dedication. • Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion. • Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant. • Focuses on what can be done. When a problem exists, suggest a solution. • Builds relationships with stakeholders. • Maintains a courteous and professional manner in all dealings. • Microsoft Windows Support • MS Office Tools, O365, SharePoint, Teams • Hardware Support • Network Support and Troubleshooting • Videoconferencing Support • Peripheral Support • Monitoring Tools Knowledge • Tickets Tools Knowledge (Service Now) • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development. On-site IT Support Analyst

Other Requirements

Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.