Analyst - English, Japanese, Microsoft Windows
Malaysia
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Job Description
Analyst - English, Japanese, Microsoft Windows
Others,Others

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
5. Update Worklogs Accurately And Follow The Shift Escalation Process 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 Improve Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Japanese And English For Effective Communication With Customers.
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.

Other Requirements

1. Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles
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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.