Senior Analyst - English, French, Microsoft Windows
United Kingdom
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Job Description
Senior Analyst - English, French, Microsoft Windows
Others, England

Job Summary

English Service Desk

Key Responsibilities

Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.

Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.

Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,

Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.

Perform customer call backs as required.

Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.

Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.

Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.

Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool

Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.

Providing refreshers to new members onshore and offshore.

Managing and Providing support to different LOB’s during requirement.

Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.

Knowledge of Mobile OS like iOS, iPadOS & Android 

Skill Requirements

Strong Oral and Written communication skills in all the languages required and known.

Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.

Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.

Experience with ServiceNow Ticketing System

Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs

Bachelor’s degree in computer science or a similar field, IT Diploma holders are also preferred. 

Other Requirements

1. 1 year of previous IT experience (Customer Service & Technical Support
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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.