Job Description
Analyst- dwp
Job Summary
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Location: Poland
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Project role: Analyst- dwp
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Qualification: B-Tech
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Experience: 0-2.5 Years
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Skills: SERVICE DESK
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No. of positions: 1
Job description:
Senior IT Analyst (with English & German / French / Italian / Russian / Hebrew / Spanish / Portuguese / Dutch / Swedish / Czech / Danish / Hungarian / Slovak / Greek / Bulgarian / Turkish / Romanian / Croatian)(Full Time)Workplace: Krak wO3 Business ParkTasks:As a Senior IT Helpdesk Analyst with HCL Technologies, you will perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps. Daily Activities: 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 circumventionsSoft Skills: Excellent communication and conversation skills (both verbal and written) Fluent English and German / French / Italian / Russian / Hebrew / Spanish / Portuguese / Dutch / Swedish / Czech / Danish / Hungarian / Slovak / Greek / Bulgarian / Turkish / Romanian / Croatian 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 timesTechnical Requirements: 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 ITIL knowledge would be an assetYears of Experience: 1 year of previous IT experience (Customer Service & Technical Support)We offer: Life insurance Private healthcare MultiSport Card Clear career path in a growing multinational organization
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases
- To achieve KPI targets, follow defined processes and adhere to ITIL delivery & quality standards ,regulatory requirements and company policies.
- To attend customer call/chats/mails and resolve tickets within agreed SLA of ticket volume and time.
- To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCP/DR plans
- To work on value adding activities such Knowledge base update & self development
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few