Senior Analyst - English, Mandarin, Microsoft Windows
India
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Job Description
Senior Analyst - English, Mandarin, Microsoft Windows
Nagpur, Maharashtra

Job Summary

SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers \r\nResponsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees \r\nApply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. \r\nTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements \r\nEscalates complex problems to the Remote Support Engineering staff or Field Engineering\r\nMaintains call quality and response times as agreed SLAs. \r\nMaintains records of calls and ensures all cases are updated in the system \r\nSupport multiple clients through customer service professionalism and insight \r\nA minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) \r\nExcellent verbal and written communication. \r\nGood Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) \r\nMultitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions \r\nWillingness and ability to work in shifts (24 x 7) \r\nEducation, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant \r\nExperience in Information Technology service delivery Relevant IT qualifications to a tertiary level \r\n(1.) To provide support for on call escalations and doing root cause analysis of given issue \r\n(2.) To independently resolve tickets within agreed SLA of ticket volume and time \r\n(3.) To adhere to quality standards, regulatory requirements and company policies \r\n(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts \r\n(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases\r\n

Key Responsibilities

SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers \r\nResponsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees \r\nApply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. \r\nTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements \r\nEscalates complex problems to the Remote Support Engineering staff or Field Engineering\r\nMaintains call quality and response times as agreed SLAs. \r\nMaintains records of calls and ensures all cases are updated in the system \r\nSupport multiple clients through customer service professionalism and insight \r\nA minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) \r\nExcellent verbal and written communication. \r\nGood Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) \r\nMultitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions \r\nWillingness and ability to work in shifts (24 x 7) \r\nEducation, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant \r\nExperience in Information Technology service delivery Relevant IT qualifications to a tertiary level \r\n(1.) To provide support for on call escalations and doing root cause analysis of given issue \r\n(2.) To independently resolve tickets within agreed SLA of ticket volume and time \r\n(3.) To adhere to quality standards, regulatory requirements and company policies \r\n(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts \r\n(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases\r\n

Skill Requirements

SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers \r\nResponsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees \r\nApply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. \r\nTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements \r\nEscalates complex problems to the Remote Support Engineering staff or Field Engineering\r\nMaintains call quality and response times as agreed SLAs. \r\nMaintains records of calls and ensures all cases are updated in the system \r\nSupport multiple clients through customer service professionalism and insight \r\nA minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) \r\nExcellent verbal and written communication. \r\nGood Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) \r\nMultitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions \r\nWillingness and ability to work in shifts (24 x 7) \r\nEducation, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant \r\nExperience in Information Technology service delivery Relevant IT qualifications to a tertiary level \r\n(1.) To provide support for on call escalations and doing root cause analysis of given issue \r\n(2.) To independently resolve tickets within agreed SLA of ticket volume and time \r\n(3.) To adhere to quality standards, regulatory requirements and company policies \r\n(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts \r\n(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases\r\n

Other Requirements

SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers \r\nResponsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees \r\nApply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. \r\nTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements \r\nEscalates complex problems to the Remote Support Engineering staff or Field Engineering\r\nMaintains call quality and response times as agreed SLAs. \r\nMaintains records of calls and ensures all cases are updated in the system \r\nSupport multiple clients through customer service professionalism and insight \r\nA minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) \r\nExcellent verbal and written communication. \r\nGood Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) \r\nMultitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions \r\nWillingness and ability to work in shifts (24 x 7) \r\nEducation, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant \r\nExperience in Information Technology service delivery Relevant IT qualifications to a tertiary level \r\n(1.) To provide support for on call escalations and doing root cause analysis of given issue \r\n(2.) To independently resolve tickets within agreed SLA of ticket volume and time \r\n(3.) To adhere to quality standards, regulatory requirements and company policies \r\n(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts \r\n(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases\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.