HCLTech

Senior IT Support Analyst - Level 1 Remote Desktop Support (English & Italian)

Rabat

CDI / Temps pleinTélétravailAnglais, ItalienCentre d’appel / BPOCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

Senior IT Support Analyst role providing Level 1 remote desktop support to customers in English and Italian. Responsibilities include diagnosing and resolving hardware, software, and network issues via multiple channels, maintaining SLA compliance, achieving first call resolution, and managing ticket escalations. Requires proficiency in Windows operating systems, ticketing systems, and strong problem-solving abilities. Position emphasizes customer satisfaction, quality standards adherence, and continuous skill development.

Vos missions

  • Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues via telephone, email, or chat.
  • Adhere to quality standards related to voice, accent, technical monitoring, and regulatory requirements.
  • Achieve first call resolution and maintain minimum average handling time while minimizing rejected resolutions.
  • Update work logs accurately and escalate complex issues to 2nd and 3rd level IT support as necessary.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities.

Profil recherché

  • You are fluent in both English and Italian with strong communication skills
  • You have solid technical knowledge of Windows operating systems and remote support tools
  • You thrive in a customer-focused environment and enjoy solving technical problems independently
  • You are comfortable working in a remote, metrics-driven BPO environment with SLA targets

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

About the Role

The Senior Analyst - IT Support provides efficient Level 1 remote desktop support, focusing on troubleshooting and resolving technical tickets in a timely manner. This position is essential for maintaining high customer satisfaction and adherence to company quality standards and SLAs.

Key Responsibilities

  • Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues via telephone, email, or chat while ensuring compliance with agreed SLAs.
  • Adhere to quality standards related to voice, accent, technical monitoring, and regulatory requirements in alignment with company policies.
  • Deliver positive customer experience by achieving first call resolution and maintaining minimum average handling time while minimizing rejected resolutions and reopened cases.
  • Update work logs accurately and follow shift and escalation processes to route complex issues to appropriate support specialists or escalate to 2nd and 3rd level IT support.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities to enhance technical skills.

Required Skills

  • Proficiency in Italian and English for effective customer communication.
  • Solid understanding of Windows operating systems and remote desktop support tools.
  • Familiarity with ticketing systems and performance metrics related to customer support.
  • Strong problem-solving skills with the ability to diagnose technical issues independently.

Valuable Certifications

Optional but valued: ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.

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