[Remote] Senior Analyst - English, French, Microsoft Windows

Note: The job is a remote job and is open to candidates in USA. HCLTech is seeking a Senior Analyst to support international customers with helpdesk queries and equipment configuration. The role involves diagnosing hardware/software/network issues, managing vendor relationships, and providing user access in various systems.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone for customers' end users
• 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
• Excellent communication and conversation skills (both verbal and written)
• Fluent English and French
• 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

Skills

• Provide hardware/software/network problem diagnosis/resolution via telephone for customers' end users
• 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
• Excellent communication and conversation skills (both verbal and written)
• Fluent English and French
• 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
• 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
• 1 year of previous IT experience (Customer Service & Technical Support)
• Ability to work on a rotational 24/7 shift system
• ITIL knowledge and certification would be an asset
• Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc

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