SeniorAnalyst - English, Portuguese - Brazilian, Microsoft Windows
Brazil
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Job Description
SeniorAnalyst - English, Portuguese - Brazilian, Microsoft Windows
Porto Alegre, Rio Grande do Sul

Job Summary

Job Summary : Language Required: Brazilian Portuguese\r\nProvide first-line technical support to employees for IT issues related to hardware, software, network, access management and support to store staff for operational, billing, inventory, and basic technical issues to ensure smooth day-to-day store operations.
 
Job Responsibilities : • Respond to IT service requests via calls, emails, and ticketing systems.\r\n• Troubleshoot hardware issues (laptops, desktops, printers, billing, POS (Point of Sale), inventory, and operational queries).\r\n• Support software issues (OS, Microsoft Office, email systems).\r\n• Manage password resets, user account setup, and access permissions.\r\n• Escalate complex technical issues to Level 2/3 support.\r\n• Log incidents and service requests accurately.\r\n• Document all support activities accurately in the system.\r\n• Provide guidance on store procedures and policies.

The Sr Analyst plays a crucial role in providing high-quality Level 1 remote desktop support, ensuring the prompt resolution of technical issues while adhering to service level agreements (SLAs) and maintaining exceptional customer satisfaction. This position is integral to the Support & Operations team, leveraging proficiency in Brazilian Portuguese to enhance communication and service delivery.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, Or Chat, Ensuring Adherence To Ticket Volume And Time Slas.
2. Maintain Quality Standards By Monitoring Voice And Accent Compliance, Following Regulatory Requirements, And Adhering To Company Policies During All Customer Interactions.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through Effective First Call Resolution And Managing Average Handling Time (Aht) With Minimal Rejected Resolutions And Reopened Cases.
4. Maintain High Login Efficiency And Availability To Ensure Prompt Support For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate 2Nd And 3Rd Level It Support Specialists As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficient In Brazilian Portuguese With Strong Communication Skills.
2. Basic Understanding Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Customer Service Orientation And Problem-Solving Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certifications In Microsoft Windows Support (Optional But Valuable)

Skill Requirement : • Strong technical troubleshooting skills (hardware, software, network basics).\r\n• Knowledge of operating systems (Windows, macOS) and productivity software.\r\n• Familiarity with retail store operations (POS, inventory management).\r\n• Familiarity with Active Directory, VPN, and ticketing tools (ServiceNow, Jira).\r\n• Good communication and documentation skills.\r\n• Retail process knowledge.\r\n• Customer-first attitude.\r\n• Ability to work in shifts.\r\n• Ensure process and security compliance in all the activities
 
Other Requirement : • Experience - minimum 1-2 years of Service Desk experience\r\n• Should be fluent in Brazilian Portuguese

Job Description : Primary Skill - Excellent proficiency in Brazilian Portuguese language\\\\r\\\\nSecondary Skill - Good to know European Portuguese language\\\\r\\\\nGood to have - Basic spoken English 
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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.