Senior Analyst English, Arabic, Microsoft Windows

Job description

Service Desk Language Agent Role code: SD Language L1 | Level 1 | Service Desk Services Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) English 24x7; other languages 8x5 (09:00–17:00 CET) Delivery centre Per language cohort — see Role Notes Languages BMC Helix ITSM · BMC Helix DWP · Agent Workspace ROLE PURPOSE Scope ref. Official local language of country served + English Annex 2 §4 · Attachment 2-A Scope Privileged point of contact between Users and the support chain for the assigned language cohort. Delivers Level 1 resolution through automation, scripts and documented procedures across all contracted channels, and owns each solicitation end to end regardless of the channel through which it arrives. Key Responsibilities KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Handle solicitations on all contracted channels — live chat, chatbot warm transfer, phone, kiosk, ticketing tool, self-service portal, event management and technical alert mails (§4.2.1). • Deliver Level 1 resolution via automation, scripts, execution of instructions and the Knowledge Base; apply only documented workarounds (§4.4.1). • Provide Level 1 application support strictly within validated procedures, knowledge articles and decision trees approved by the Client / AMS teams under the Shift-Left strategy (§4.4.2). • Qualify, enrich and route escalations with a complete Handover Package (Asset ID, User location, error logs) and completed L1 checklist to avoid misrouting rejection (CSL-18). • Apply the Persona approach and User contextual information — VIP status, assignment, site sensitivity, configuration — limiting verification with the User to what is strictly necessary (§4.2.2). • Own the solicitation end to end: routing, follow-up and chasing of Third Parties and support groups, with status communication to the User (§4.3, §3.12). • Record every solicitation in BMC Helix ITSM with correct category, Priority and Knowledge Article linkage; contribute recurring-issue feedback to knowledge enrichment and the Continuous Improvement Plan (§3.8, §3.11). • Trigger the Major Incident process immediately for P1/P2 candidates; comply with security, GDPR and real-time translation data-processing obligations (Annex DPA §4.1). CONTRACTUAL INDICATORS CARRIED BY THE ROLE REF INDICATOR REQUIREMENT REF CSL-15 Average speed to answer a £ 30 sec / 90% INDICATOR CSL-10 Abandon rate solicitation CSL-11 First time ( 60% REQUIREMENT £ 5% / 95% CSL-12 FCR excl. requested transfers CSL-13 First Contact Resolution – overall CSL-18 Misrouting rate > 60% > 90% CSL-16 User satisfaction (rating ‡ 4 of 5) > 80% > 80% CSL-1/5 P1 response & resolution trigger Requirements and targets as per Attachment 3-B Service Level Matrix; measurement windows per Attachment 2-A Scope. SKILLS & EXPERIENCE ESSENTIAL • 1–3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus professional English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2 Skill Requirements SKILLS & EXPERIENCE ESSENTIAL • 1–3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus professional English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2 h • Exposure to Live Voice-to-Voice / real-time chat translation tooling. • Experience in a POD-based, persona-aware support model. • BMC Helix ITSM (or equivalent) ticket handling; ITIL Incident and Request workflows. • Windows 10/11 and Chrome workstations, Microsoft 365, Entra ID, Intune-managed endpoints, VPN and connectivity, printing, peripherals. • Disciplined ticket hygiene: categorisation, Priority, KB linkage, handover completeness. ROLE NOTES • A second supported language. Delivery centre is assigned by language cohort per Attachment 2-D Delivery Model §2.5.4: English – India; French/German Morocco; Spanish, Portuguese, Italian – Poland; Mandarin – Malaysia; Brazilian Portuguese, LATAM Spanish – Brazil. From Year 2 the transformed model applies Live Voice-to-Voice translation for all non-English languages Other Requirements Other Requirement : SD_English Only _L1 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 223,000 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 June 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. 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