Senior Analyst English, Mandarin, Microsoft Windows

Job description

We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues Key Responsibilities Provide first-line and second-line IT support through phone, chat, email, and ITSM tools. Serve as the Single Point of Contact (SPOC) for end-user incidents and service requests. Diagnose and resolve issues related to: Windows 10/11 and macOS Microsoft 365 (Outlook, Teams, OneDrive, Office Applications) VPN and Remote Access Active Directory & Password Resets Printers and Peripheral Devices Mobile Devices (iOS/Android) Basic Network Connectivity Issues Record, categorize, prioritize, and track incidents in ServiceNow or equivalent ITSM platform. Ensure compliance with SLA and KPI targets. Escalate unresolved issues to appropriate resolver groups while maintaining ownership until closure. Provide regular updates to users regarding ticket status and resolution progress. Coordinate with Field Support Services (FSS), Infrastructure, Network, Security, and Application teams as needed. Contribute to knowledge management by creating and updating knowledge articles. Support major incidents, planned maintenance activities, and service improvement initiatives. Follow ITIL-based Incident, Request, Problem, and Change Management processes. Deliver high customer satisfaction through professional communication and effective issue resolution Skill Requirements Strong communication skills, a positive attitude, and flexibility to work in shift-based operations. Good knowledge of Windows, basic networking, Microsoft 365, Intune, and Azure. Experience supporting customers through phone and chat channels Other Requirements Experience supporting multinational environments. Knowledge of Citrix/VDI environments. Exposure to Azure, Intune, and Endpoint Security tools. Experience supporting mobile device management platforms. Understanding of automation and self-service support model Job Description : Customer-first mindset\\\\r\\\\nStrong analytical and troubleshooting skills\\\\r\\\\nExcellent verbal and written communication in Mandarin and English\\\\r\\\\nAbility to work under pressure and manage multiple priorities\\\\r\\\\nStrong documentation and ticket management discipline\\\\r\\\\nTeam collaboration and stakeholder management 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. 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