Senior Analyst - English, German, Microsoft Windows
About this role
Job Summary
As a Senior Analyst in Support & Operations, you will play a crucial role in delivering high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance the customer experience, ensuring compliance with service level agreements (SLAs) and organizational quality standards.
Key Responsibilities
1. 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.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.
Skill Requirements
1. Proficiency In German And English With Excellent Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.
Other Requirements
1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support
Frequently Asked Questions
Is the salary disclosed for the Senior Analyst - English, German, Microsoft Windows position at HCLTech?
The salary for this Senior Analyst - English, German, Microsoft Windows role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Analyst - English, German, Microsoft Windows position at HCLTech located?
This Senior Analyst - English, German, Microsoft Windows role at HCLTech is based in Kraków, Poland. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Analyst - English, German, Microsoft Windows position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Analyst - English, German, Microsoft Windows job at HCLTech posted?
This Senior Analyst - English, German, Microsoft Windows position at HCLTech was posted on Oct 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Analyst - English, German, Microsoft Windows
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.