Analyst - English, Italian, Microsoft Windows
Poland
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Job Description
Analyst - English, Italian, Microsoft Windows

Job Summary

The IT Support Analyst - Italian plays a critical role in delivering exceptional remote desktop support and operational assistance to our clients. This position focuses on resolving technical issues efficiently while ensuring adherence to service level agreements (SLAs) and maintaining high-quality standards. The analyst will leverage their bilingual skills in Italian and English to enhance customer satisfaction and contribute to the overall success of the support team.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To Agreed Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Conducting Tech Monitoring, And Following Regulatory Requirements And Company Policies.
3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time, While Effectively Reducing Rejected Resolutions And Reopened Cases.
4. Ensure High Availability And Login Efficiency For Customers, Proactively Managing Workload To Meet Service Commitments.
5. Update Work Logs Accurately And Follow Shift And Escalation Processes To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficient In It Support With A Focus On Remote Desktop Assistance.
2. Strong Verbal And Written Communication Skills In Both Italian And English.
3. Familiarity With Windows Operating Systems And Common Software Applications.
4. Basic Knowledge Of Hardware Troubleshooting And Network Connectivity Issues.
5. Understanding Of Customer Service Principles And Practices.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role
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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 226,600 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 September 2025 totaled $14.2 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.