SENIOR ANALYST | HCLTech Careers

Job’s Overview:

HCLTech is seeking a SENIOR ANALYST in El Paso, TX. Please take a moment to read the job post below if you are interested:

IT Support Specialist- Help Desk Support – Bilingual desk – we need people who speak English and Spanish

The End User Computing Analyst I position provides solutions to problems of a basic to moderate nature. This position requires Windows 10 and MAC troubleshooting knowledge along with understanding of a desktop, laptop, tablet and mobile devices and Office 365 applications. This position deals with customers directly so a strong customer service background is required with excellent communication skills both verbally and via email along with a calm demeanor. Strong organization and attention to detail is paramount.

Duties include technical support and problem resolution for email migration, mobile device provisioning and setup, wireless network, printing, and end user desktop application support. Customer support will be given virtually as a member of small, focused support team dedicated to resolving customer issues associated with the Company Separation technical changes to the end point systems. These positions will utilize the End User Support areas problem resolution management system along with other approved tools to reach problem resolution.

• To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

Getting the SENIOR ANALYST designation comes with some responsibilities. It would be a wise idea to take a few minutes to learn more about it so you can make an informed decision.

Applicants must meet the above-mentioned requirements in order to qualify for consideration to work as a SENIOR ANALYST.

By clicking on the apply now button, you will be redirected to the official recruitment website where you can fill out your application.