SeniorAnalyst - English, Latin, Windows
About this role
Job Summary
The Sr. Analyst in Support & Operations plays a crucial role in delivering exceptional remote desktop support to our clients. This position focuses on troubleshooting and resolving technical issues efficiently while ensuring adherence to service level agreements (SLA) and maintaining high-quality standards. The incumbent will contribute to improving customer satisfaction through effective communication and problem-solving skills in both English and Latin Spanish.
Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Sla For Ticket Resolution Timelines.
2. Maintain Compliance With Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Effective Communication In Both English And Latin Spanish During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution, Minimizing Average Handling Time (Aht), And Reducing Rejected Resolutions And Re-Opened Cases.
4. Ensure High Availability And Login Efficiency To Meet Customer Demands And Support Team Objectives.
5. Update Worklogs Accurately And Follow The Escalation Process To Address Complex Problems By Routing Them To The Appropriate 2Nd And 3Rd Level It Support Specialists.
6. Engage In Value-Adding Activities Such As Knowledge Base Updates And Continuous Self-Development To Enhance Technical Skills And Service Delivery.
2. Maintain Compliance With Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Effective Communication In Both English And Latin Spanish During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution, Minimizing Average Handling Time (Aht), And Reducing Rejected Resolutions And Re-Opened Cases.
4. Ensure High Availability And Login Efficiency To Meet Customer Demands And Support Team Objectives.
5. Update Worklogs Accurately And Follow The Escalation Process To Address Complex Problems By Routing Them To The Appropriate 2Nd And 3Rd Level It Support Specialists.
6. Engage In Value-Adding Activities Such As Knowledge Base Updates And Continuous Self-Development To Enhance Technical Skills And Service Delivery.
Skill Requirements
1. Strong Understanding Of Windows Operating Systems And Troubleshooting Techniques
2. Proficiency In Spanish (Latin) And English, With Effective Verbal And Written Communication Skills
3. Familiarity With Remote Desktop Support Tools And Techniques
4. Basic Knowledge Of Networking Concepts And Hardware Components
5. Ability To Adhere To Quality Standards And Customer Service Protocols
2. Proficiency In Spanish (Latin) And English, With Effective Verbal And Written Communication Skills
3. Familiarity With Remote Desktop Support Tools And Techniques
4. Basic Knowledge Of Networking Concepts And Hardware Components
5. Ability To Adhere To Quality Standards And Customer Service Protocols
Other Requirements
1. Itil Foundation Certification (Optional But Valuable)
2. Comptia A+ Certification (Optional But Valuable
2. Comptia A+ Certification (Optional But Valuable
Frequently Asked Questions
Is the salary disclosed for the SeniorAnalyst - English, Latin, Windows position at HCLTech?
The salary for this SeniorAnalyst - English, Latin, 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 SeniorAnalyst - English, Latin, Windows position at HCLTech located?
This SeniorAnalyst - English, Latin, Windows role at HCLTech is based in Monterrey, Mexico. 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 SeniorAnalyst - English, Latin, 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 SeniorAnalyst - English, Latin, Windows job at HCLTech posted?
This SeniorAnalyst - English, Latin, Windows position at HCLTech was posted on Sep 24, 2026. Apply as soon as possible — early applications are often reviewed first.
SeniorAnalyst - English, Latin, Windows
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.