Administrator - English, Spanish, Windows
Brazil
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Job Description
Administrator - English, Spanish, Windows
Others, São Paulo

Job Summary

The Level 1 Help Desk analyst is responsible for resolving incoming telephone/ chat requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analyst are subject to shift changes to adapt to the business needs of the Help Desk

Key Responsibilities

First-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues. Issue Diagnosis & Troubleshooting: Troubleshoot and resolve common hardware, software, network, and printer issues. Ticket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system. Escalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists. Account Management: Perform routine administrative tasks like password resets, user provisioning, and access management

Skill Requirements

Knowledge Management platforms and ITSM tools (e.g., ServiceNow or similar) MS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook

Other Requirements

None

Job Description : Job Description for Knowledge Manager (KM) \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nJob Position: Knowledge Manager \\\\r\\\\nDesignation: Shift Lead \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nJob Description \\\\r\\\\n\\\\r\\\\nCreate, maintain, and continuously improve Knowledge Base (KB) articles to support Service Desk and IT operations. \\\\r\\\\n\\\\r\\\\nReview, validate, and update existing KB articles to ensure accuracy, relevance, and compliance with standards. \\\\r\\\\n\\\\r\\\\nConduct regular meetings with customers and stakeholders to discuss knowledge capture, documentation needs, and improvements. \\\\r\\\\n\\\\r\\\\nWork closely with Service Desk, IT support teams, and SMEs to capture tacit and explicit knowledge. \\\\r\\\\n\\\\r\\\\nEnsure knowledge articles follow approved templates, quality guidelines, and governance processes. \\\\r\\\\n\\\\r\\\\nPromote knowledge reuse and adoption across support teams to improve efficiency and first-contact resolution. \\\\r\\\\n\\\\r\\\\nUse Knowledge Management tools and platforms to document, publish, and track knowledge articles. \\\\r\\\\n\\\\r\\\\nAnalyze knowledge gaps and proactively recommend new KB content. \\\\r\\\\n\\\\r\\\\nSupport major incidents, problem management, and change management activities by providing relevant knowledge documentation. \\\\r\\\\n\\\\r\\\\nCoordinate knowledge review cycles and ensure timely updates following process or system changes. \\\\r\\\\n\\\\r\\\\nParticipate in cross-team collaboration, training sessions, and continuous improvement initiatives related to knowledge management. \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nEligibility, Knowledge, Skills & Experience \\\\r\\\\n\\\\r\\\\n2–4 years of experience in Knowledge Management, Service Desk, IT Support, or related roles. \\\\r\\\\n\\\\r\\\\nHands-on experience creating, reviewing, and maintaining Knowledge Base articles. \\\\r\\\\n\\\\r\\\\nStrong understanding of Knowledge Management concepts and best practices. \\\\r\\\\n\\\\r\\\\nExperience interacting with customers and internal stakeholders for knowledge capture and validation. \\\\r\\\\n\\\\r\\\\nFamiliarity with IT Service Management (ITSM) tools and knowledge modules. \\\\r\\\\n\\\\r\\\\nKnowledge of ITIL processes, especially Incident, Problem, Change, and Knowledge Management. \\\\r\\\\n\\\\r\\\\nStrong documentation, writing, and communication skills. \\\\r\\\\n\\\\r\\\\nAbility to analyze information and transform complex technical details into clear, user-friendly documentation. \\\\r\\\\n\\\\r\\\\nExperience with the following tools is preferred: \\\\r\\\\n\\\\r\\\\nKnowledge Management platforms and ITSM tools (e.g., ServiceNow or similar) \\\\r\\\\n\\\\r\\\\nMS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook \\\\r\\\\n\\\\r\\\\nStrong organizational and time-management skills with attention to detail. \\\\r\\\\n\\\\r\\\\nAbility to work independently and collaboratively in a global team environment. \\\\r\\\\n\\\\r\\\\nProficiency in English (additional language skills are a plus).
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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.