Service Desk Analyst with Spanish

HCLTech
is a global technology company, home to 220,000+ 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.

Our purpose is to bring together the best of technology and our people to supercharge progress. We're supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

We are looking for a
Service Desk Analyst with Spanish
to join our team

Tasks:

• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
• To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self-development.
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.

Daily Activities:

• Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions.

Soft Skills:

• Excellent communication and conversation skills (both verbal and written)
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware ITIL knowledge would be an asset

Language Requirements:

• Excellent communication skills in English and Spanish (oral and written)

Why Us?

• We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;
• Our company is extremely diverse with representation of 165 nationalities;
• We offer the opportunity to work with colleagues across the globe;
• We offer comprehensive benefits for all employees;
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect;

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the "Notice") outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as "HCLTech", "us," "our", or "we"] will process your Personal Data in accordance with applicable privacy legislation(s).

Candidate Data Privacy Notice | HCLTech