London
UK
No. of Positions
1
Job Description (Posting).
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
SrAnalyst-Eng,PORTUGESE-BRAZILIAN
Job Summary
The Sr Analyst plays a crucial role in providing high-quality Level 1 remote desktop support, ensuring the prompt resolution of technical issues while adhering to service level agreements (SLAs) and maintaining exceptional customer satisfaction. This position is integral to the Support & Operations team, leveraging proficiency in Brazilian Portuguese to enhance communication and service delivery. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, Or Chat, Ensuring Adherence To Ticket Volume And Time Slas.
2. Maintain Quality Standards By Monitoring Voice And Accent Compliance, Following Regulatory Requirements, And Adhering To Company Policies During All Customer Interactions.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through Effective First Call Resolution And Managing Average Handling Time (Aht) With Minimal Rejected Resolutions And Reopened Cases.
4. Maintain High Login Efficiency And Availability To Ensure Prompt Support For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate 2Nd And 3Rd Level It Support Specialists As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.
Skill Requirements
1. Proficient In Brazilian Portuguese With Strong Communication Skills.
2. Basic Understanding Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Customer Service Orientation And Problem-Solving Skills.
Certification
1. Itil Foundation Certification (Optional But Valuable).
2. Certifications In Microsoft Windows Support (Optional But Valuable).
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
SrAnalyst-Eng,PORTUGESE-BRAZILIAN
Job Summary
The Sr Analyst plays a crucial role in providing high-quality Level 1 remote desktop support, ensuring the prompt resolution of technical issues while adhering to service level agreements (SLAs) and maintaining exceptional customer satisfaction. This position is integral to the Support & Operations team, leveraging proficiency in Brazilian Portuguese to enhance communication and service delivery. (1.) Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, Or Chat, Ensuring Adherence To Ticket Volume And Time Slas.
2. Maintain Quality Standards By Monitoring Voice And Accent Compliance, Following Regulatory Requirements, And Adhering To Company Policies During All Customer Interactions.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through Effective First Call Resolution And Managing Average Handling Time (Aht) With Minimal Rejected Resolutions And Reopened Cases.
4. Maintain High Login Efficiency And Availability To Ensure Prompt Support For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate 2Nd And 3Rd Level It Support Specialists As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.
Skill Requirements
1. Proficient In Brazilian Portuguese With Strong Communication Skills.
2. Basic Understanding Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Customer Service Orientation And Problem-Solving Skills.
Certification
1. Itil Foundation Certification (Optional But Valuable).
2. Certifications In Microsoft Windows Support (Optional But Valuable).
Employee Group
Contract
Entity
INFRA
Auto req ID
1608870BR
Expected Date of Closure
01-Oct-2025
Contract Clause:
This role/position is for contractors which operate via an agency PAYE payroll or via and FCSA accredited umbrella company
Reporting Manager Designation
ASSOCIATE GENERAL MANAGER
Skill (Primary)
DWP-USS-SERVICE DESK
Skill Level 3 (Secondary Skill 1)
Data Center-Windows-Windows
Skill Level 3 (Secondary Skill 2)
DWP-USS-SERVICE DESK
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