Analyst (Support & Operations)

Job description

The Analyst – Help Desk is responsible for resolving customers’ requests for assistance on standard Key Responsibilities Job Responsibilities : Principal Roles and Responsibilities: (Essential Function)\\\\r\\\\nInteraction Handling \\\\r\\\\n• Provide comprehensive support services, to support center customers within the Service Level Agreements. \\\\r\\\\n• Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. \\\\r\\\\n• Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.\\\\r\\\\n• Maintain technical proficiency in all hardware and software, utilized by the clients.\\\\r\\\\n• Uninstall, reinstall software applications.\\\\r\\\\n• Verify proper hardware and software set up.\\\\r\\\\n• Resolve username and password problems.\\\\r\\\\n• Assist with navigation around application menus.\\\\r\\\\n• Troubleshoot email, VPN, and other issues.\\\\r\\\\n• Collaborate with colleagues and other resources in support of complex issues.\\\\r\\\\n• Use all available Knowledge Management Tools \\\\r\\\\n• during the call.\\\\r\\\\n• Take all necessary steps to ensure customer satisfaction. \\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nInteraction Logging \\\\r\\\\n• Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components.\\\\r\\\\n• Confirm and update customer profile information as needed. \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nEscalation \\\\r\\\\n• Promptly notify management of any potentially “dissatisfied” customers.\\\\r\\\\n• Follow all documented escalation procedures, including issues requiring 3rd party intervention. \\\\r\\\\n \\\\r\\\\n Open/ Resolved Cases Handling:\\\\r\\\\n• Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. \\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nReporting:\\\\r\\\\n• Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request.\\\\r\\\\nKnowledge update \\\\r\\\\n• Maintain technical proficiency in all hardware and applications utilized by clients supported. \\\\r\\\\n• Participate in all company organized training events.\\\\r\\\\n• Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel. \\\\r\\\\n• Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nOther responsibilities:\\\\r\\\\n• Perform back-office assignments (closeout work, system administration etc.) \\\\r\\\\n• Perform special projects as assigned by management. \\\\r\\\\n• Participate in client events, as appropriate (resource on site, client training, etc.)\\\\r\\\\n Skill Requirements Language skills: • Very good written and spoken command Dutch language on C1 or above level as per the Common European Framework of Reference for Languages. • Very good written and spoken command of English is considered and advantage. Technical and Soft Skills: • Following processes and procedures according to the work standards. • Excellent Customer service. • Stress management. • Adaptability towards fast pace working environment. • Ethics and Team work. • Time Management and Prioritization • Excellent verbal and written communication skills • Personal productivity • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows, Linux and other Operating Systems. Other Requirements Other duties:\\\\r\\\\n• To comply with the Employer\\\\\\\'s Internal Regulations on Work Discipline and all internal company acts.\\\\r\\\\n• To observe and comply with the Rules for Safe and Healthy Working Conditions.\\\\r\\\\n• To be familiar with the main legal acts in Bulgaria.\\\\r\\\\nWorking Relationships\\\\r\\\\nSubordinated: Reporting manager or above\\\\r\\\\n\\\\r\\\\nJOB REQUIREMENTS\\\\r\\\\nEducation and work experience:\\\\r\\\\n• High school degree is a must.\\\\r\\\\n• University degree (Bachelor and/or Master) is an advantage.\\\\r\\\\n• Microsoft Certified Professional certification is considered a plus.\\\\r\\\\n• Call center, computer support, or customer service experience preferred.\\\\r\\\\n\\\\r\\\\nShift Schedules:\\\\r\\\\n• Adhere strictly to shift schedule.\\\\r\\\\n• Timeliness is a key requirement. \\\\r\\\\n• Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.\\\\r\\\\n 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. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cook