Service Desk Trilingual Analyst

We are HCLTech, one of the largest and fastest-growing technology and DSA companies in the world, with over 227,000 professionals spread across 60 countries, driving progress through industry-leading resources focused on Digital, Engineering, and Cloud.

The driving force behind this work, our people, is a diverse, creative, and passionate group, which enables us to continually raise the standard of excellence in our services. On our side, we work to ensure that each of our professionals can achieve their best, while striving to help them find their daily inspiration and thus become the best version of themselves.

We are looking for a highly talented and self-motivated Service Desk Trilingue Analyst professional to join us on our journey to advance in the technological world through innovation and creativity.

Roles and Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
• Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Training: Be willing to participate in on the job training designed to enhance skills and support capabilities

Experience/Exposure:

• Advanced English, Spanish and Portuguese .
• Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Technical helpdesk or technical call center experience
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
  • Windows Operating systems - Windows XP/ 7 /10
  • Remote desktop connectivity applications
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
  • MS Outlook: o Configuring the MS Outlook - via Exchange or POP o Making Calendar entries - setting up meetings o Sharing of calendar address book and contacts. o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email. o Setting up Rules in MS outlook
  • Internet Troubleshooting: o Knowledge of the working principles of DHCP and DNS. o Setting up/troubleshooting wired and wireless connections. o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress. o Troubleshooting internet explorer issues - like secured sites not opening o Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications
• Basic knowledge of ITIL processes

Education/certification

• CompleteHhigh School

Key Skills Required:

• Advanced English, Spanish and Portuguese.