Senior Analyst English, Japanese, Microsoft Windows

Job description

The Sr Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This position requires proficiency in both Japanese and English to effectively troubleshoot and resolve technical issues while ensuring adherence to service level agreements (SLAs) and maintaining customer satisfaction. Key Responsibilities 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat, Ensuring Compliance With Sla Requirements. 2. Adhere To Quality Standards In Voice, Accent, And Technical Monitoring, Along With Regulatory Requirements And Company Policies, To Maintain Service Excellence. 3. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time (Aht), While Effectively Managing Rejected Resolutions And Reopened Cases. 4. Maintain High Availability And Efficiency In Support Operations, Ensuring Optimal Login Times For Customer Interactions. 5. Update Work Logs Accurately And Follow The Escalation Process To Route Complex Problems To Appropriate Second And Third-Level It Support Specialists As Needed. 6. Participate In Value-Added Activities Such As Updating The Knowledge Base And Engaging In Self-Development Initiatives To Enhance Technical Skills. Skill Requirements 1. Strong Proficiency In Japanese And English, With Excellent Communication Skills. 2. Fundamental Knowledge Of Windows Operating Systems And Remote Desktop Support Tools. 3. Basic Understanding Of Troubleshooting Hardware, Software, And Network Issues. 4. Familiarity With Customer Service Principles And Practices. Other Requirements 1. Optional Certifications In Itil Foundation Or Comptia A+ Are Valuable For This Role 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. Opens in a new tab. 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