Analyst English, German, Microsoft Windows

Job description

Job Summary : Service Desk L1 - German Job Description : The Analyst – Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk’s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction. Key Responsibilities Job Responsibilities : Interaction Handling • Provide comprehensive support services, to support center customers within the Service Level Agreements. • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. • Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications. • Maintain technical proficiency in all hardware and software, utilized by the clients. • Uninstall, reinstall software applications. • Verify proper hardware and software set up. • Resolve username and password problems. • Assist with navigation around application menus. • Troubleshoot email, VPN, and other issues. • Collaborate with colleagues and other resources in support of complex issues. • Use all available Knowledge Management Tools • during the call. • Take all necessary steps to ensure customer satisfaction. Interaction Logging • Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components. • Confirm and update customer profile information as needed. Escalation • Promptly notify management of any potentially “dissatisfied” customers. • Follow all documented escalation procedures, including issues requiring 3rd party intervention. Open/ Resolved Cases Handling: • Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. Reporting: • Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request. Knowledge update • Maintain technical proficiency in all hardware and applications utilized by clients supported. • Participate in all company organized training events. • Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel. • Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service. Skill Requirements Skill Requirement : Skills & Competencies: Language skills: • Very good written and spoken command German 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 responsibilities: • Perform back-office assignments (closeout work, system administration etc.) • Perform special projects as assigned by management. • Participate in client events, as appropriate (resource on site, client training, etc.) Other duties: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria 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. 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