Senior Analyst - English, French, Microsoft Windows
Bulgaria
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Job Description
Senior Analyst - English, French, Microsoft Windows
Sofia, Sofia City

Job Summary

The Analyst – Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk’s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Very good written and spoken command of English.\\\\r\\\\n• Very good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.\\\\r\\\\n



Key Responsibilities

Provide comprehensive support services, to support center customers within the Service Level Agreements. \r\n• Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. \r\n• Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.\r\n• Maintain technical proficiency in all hardware and software, utilized by the clients.\r\n• Uninstall, reinstall software applications.\r\n• Verify proper hardware and software set up.\r\n• Resolve username and password problems.\r\n• Assist with navigation around application menus.\r\n• Troubleshoot email, VPN, and other issues.\r\n

Skill Requirements

Following processes and procedures according to the work standards.\r\n• Excellent Customer service.\r\n• Stress management.\r\n• Adaptability towards fast pace working environment. \r\n• Ethics and Team work.\r\n• Time Management and Prioritization \r\n• Excellent verbal and written communication skills \r\n• Personal productivity \r\n• Technical skills and knowledge including but not limited to: Windows Operating Systems, Remote Desktop Connectivity, Microsoft Office Suite, Internet Browsers, IT Service Management Tools, Anti-virus and Firewall Software, PC Hardware Knowledge (Desktop, Laptop, Peripherals)\r\n

Other Requirements

Following processes and procedures according to the work standards.\r\n• Excellent Customer service.\r\n• Stress management.\r\n• Adaptability towards fast pace working environment. \r\n• Ethics and Team work.\r\n• Time Management and Prioritization \r\n• Excellent verbal and written communication skills \r\n• Personal productivity \r\n• Technical skills and knowledge including but not limited to: Windows Operating Systems, Remote Desktop Connectivity, Microsoft Office Suite, Internet Browsers, IT Service Management Tools, Anti-virus and Firewall Software, PC Hardware Knowledge (Desktop, Laptop, Peripherals)\r\n
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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.