Senior Analyst - English, German, Microsoft Windows
India
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Job Description
Senior Analyst - English, German, Microsoft Windows
Others, Maharashtra

Job Summary

Global IT Service Desk Analyst: Required Qualifications: • Bachelor’s degree preferred. • Technologies. be proficient in supporting the following technologies: o Proficient in Windows 10/11 Operating System advanced troubleshooting; o MDM and Mobile Web Apps, iOS, etc.; o General knowledge of Microsoft Intune; o Microsoft Office 365 advanced troubleshooting and license issues; o Experience with Windows Active Directory; o Virtual Private Network (“VPN”) configuration and troubleshooting; o Experience with ServiceNow or similar ticketing system; and o Experience resolving issues remotely using Remote Desktop or similar tool. • Strong customer service skills • Excellent Verbal Communication Skills • Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or self-service Ticket through 24*7 support across three shifts. • General IT knowledge / troubleshooting skills. • Demonstrates strong analytical and problem-solving skills. • Ability to work as part of a large global team, collaborating with peers to find solutions. • Ability to work at a fast pace, making decisions and working towards resolution of an issue. Preferred Qualifications: • Support Certifications desired, but not required • Knowledge in desktop and notebook hardware, operating systems and desktop software • Ready to Work from Office 100% • 24X 7 Rotational shifts • Involving Shift Leads/next level team(RDS) for any Major incident reported.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In German And English With Excellent Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.

Other Requirements

1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And 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.