Senior Analyst - English, Italian, Microsoft Windows

Job Description Senior Analyst - English, Italian, Microsoft Windows Job Summary The Sr Analyst - IT Support plays a vital role in providing efficient Level 1 remote desktop support, focusing on troubleshooting and resolving tickets in a timely manner. This position is essential for maintaining high customer satisfaction and adherence to company quality standards and SLAs. Key Responsibilities 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Compliance With Agreed Slas For Ticket Resolution. 2. Adhere To Quality Standards Related To Voice And Accent, Technical Monitoring, And Regulatory Requirements, Ensuring Alignment With Company Policies. 3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopened Cases. 4. Maintain High Availability For Customers, Ensuring Efficient Login And Readiness To Assist With Support Queries. 5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support 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 Italian And English For Effective Communication With Customers. 2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools. 3. Familiarity With Ticketing Systems And Performance Metrics Related To Customer Support. 4. Good Problem-Solving Skills With The Ability To Diagnose Technical Issues Independently. Other Requirements 1. Optional But Valuable Certifications: Itil Foundation, Comptia A+, Or Microsoft Certified: Modern Desktop Administrator Associate Apply now 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 223,000 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. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.