HCLTech

Senior Analyst - Remote Desktop Support (English & German)

Rabat

CDI / Temps pleinSur siteAnglais, AllemandService client / SAVCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

Senior Analyst position in a BPO environment providing Level 1 remote desktop support to customers in German and English. The role focuses on troubleshooting hardware, software, and network issues using Windows tools while maintaining high SLA compliance, CSAT scores, and first call resolution rates. Ideal for experienced support professionals with bilingual capabilities seeking to advance their technical support career.

Vos missions

  • Provide Level 1 remote desktop support, diagnosing and resolving hardware, software, and network issues using Windows tools while adhering to SLAs.
  • Maintain quality standards in voice, accent, and technical monitoring while complying with regulatory requirements and company policies.
  • Ensure positive customer experience and high CSAT scores through effective first call resolution and minimizing average handling time.
  • Update worklogs accurately and escalate complex issues to 2nd and 3rd level IT support specialists as needed.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities.

Profil recherché

  • You have 3-5 years of IT support or customer service experience with technical troubleshooting background.
  • You are fluent in both German and English with strong communication and customer service skills.
  • You are detail-oriented, can manage multiple tickets efficiently, and are committed to continuous learning.
  • You thrive in a structured environment with clear SLAs and quality metrics to meet.

Généré automatiquement à partir de l’offre. Postule AI peut se tromper : vérifiez auprès de l’employeur.

About the Role

As a Senior Analyst in Support & Operations, you will deliver high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance customer experience while ensuring compliance with service level agreements (SLAs) and organizational quality standards.

Key Responsibilities

  • Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues using Windows tools, ensuring adherence to SLAs for ticket volume and resolution time.
  • Maintain quality standards in voice, accent, and technical monitoring while complying with regulatory requirements and company policies.
  • Ensure positive customer experience and high CSAT scores through effective first call resolution and minimizing average handling time (AHT).
  • Maintain high login efficiency and availability for customers, ensuring prompt support during service hours.
  • Update worklogs accurately and follow escalation processes to route complex issues to 2nd and 3rd level IT support specialists.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities to enhance technical skills.

Required Skills

  • Proficiency in German and English with excellent communication skills.
  • Solid understanding of Windows operating systems and remote desktop support tools.
  • Basic knowledge of hardware and software troubleshooting techniques.
  • Familiarity with ticketing systems and escalation processes.
  • Strong customer service orientation and problem-solving abilities.

Additional Information

Optional but valuable certifications such as ITIL Foundation or CompTIA A+ are valued for enhanced knowledge in IT service management and support.

Mise en forme par Postule ·

Signaler un problème