Analyst

Job Description (Posting).

Company: HCL Technologies Bulgaria EOOD

Designation: Analyst Help Desk

Job band/Name/Code: E1.1 / L1-Analyst / 53011367

Job Summary

The Analyst Help Desk is responsible for resolving customers requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst Help Desk s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Principal Roles and Responsibilities: (Essential Function)

Interaction Handling

Provide comprehensive support services, to support center customers within the Service Level Agreements.

Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence.

Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.

Maintain technical proficiency in all hardware and software, utilized by the clients.

Uninstall, reinstall software applications.

Verify proper hardware and software set up.

Resolve username and password problems.

Assist with navigation around application menus.

Troubleshoot email, VPN, and other issues.

Collaborate with colleagues and other resources in support of complex issues.

Use all available Knowledge Management Tools

during the call.

Take all necessary steps to ensure customer satisfaction.

Interaction Logging

Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components.

Confirm and update customer profile information as needed.

Escalation

Promptly notify management of any potentially dissatisfied customers.

Follow all documented escalation procedures, including issues requiring 3rd party intervention.

Open/ Resolved Cases Handling:

Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers.

Reporting:

Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request.

Knowledge update:

Maintain technical proficiency in all hardware and applications utilized by clients supported.

Participate in all company organized training events.

Contribute current technical information and best practices concerning proprietary applications to the company s knowledge management system or other knowledge distribution channel.

Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.

Other responsibilities:

Perform back-office assignments (closeout work, system administration, etc.)

Perform special projects as assigned by management.

Participate in client events, as appropriate (resource on site, client training, etc.)

Other duties:

To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.

To observe and comply with the Rules for Safe and Healthy Working Conditions.

To be familiar with the main legal acts in Bulgaria.

Working Relationships

Subordinated: Reporting manager or above

JOB REQUIREMENTS

Education and work experience:

High school degree is a must.

University degree (Bachelor and/or Master) is an advantage.

Microsoft Certified Professional certification is consider