Senior Analyst English, French, Microsoft Windows

Job description

Provide bilingual English and French L1 Service Desk support as the first point of contact for end users. The analyst will take end-to-end ownership of incidents and service requests from logging through tracking, first-level resolution, escalation, user communication, and closure coordination. Key Responsibilities Receive and manage contacts through telephone, email, Microsoft Teams chat, ServiceNow self-service and, when implemented, AEX. • Communicate professionally with end users in both English and French. • Log all user contacts, incidents, requests and enquiries accurately in ServiceNow. • Validate ticket information and capture clear issue descriptions, affected service, business impact, troubleshooting undertaken and user contact details. • Categorize, prioritize and assign incidents and service requests in accordance with approved processes, priority definitions and SLAs. • Diagnose and resolve L1 issues using approved SOPs, knowledge articles, manuals, known-error information and remote-support tools. • Use TeamViewer, where required and authorized, for remote troubleshooting. • Use Workblaze insights, when operationally available, to identify endpoint, application, device-performance or network-related symptoms. • Resolve eligible incidents and requests during the first contact and actively contribute to the First Contact Resolution target. • Escalate unresolved tickets promptly to the correct L2/L3 resolver group, including complete troubleshooting details and accurate work notes. • Track escalated tickets across their lifecycle, coordinate with resolver teams and third parties, and keep the user informed. • Maintain ticket status, work notes, resolution details and communication records in ServiceNow. • Support users with standard software questions using approved manuals, SOPs and the knowledge database. • Contribute to shift-left by identifying repeatable L1 resolutions, knowledge gaps, automation opportunities and frequently asked questions. • Create, update and recommend knowledge articles in accordance with the approved knowledge-management lifecycle. • Support access-management requests such as user IDs, email IDs, mailbox access, Teams access, VDI/Citrix access, ticketing-tool access and desktop-management-tool access, subject to approved workflows and customer authorization. • Participate in service readiness, knowledge-transfer, shadowing, reverse-shadowing, training and hypercare activities. • Follow CRH and HCLTech requirements for information security, privacy, compliance and appropriate handling of end-user information. Skill Requirements Customer Service, L1 Troubleshooting, Communication Other Requirements Language is primary constraint- English + French is mandatory. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. 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