Analyst (Support & Operations)

Job Description

Analyst (Support & Operations)

Others, Sofia

Job Summary

Job Summary: The Service Desk Analyst Level I is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Service Desk Analyst role

Key Responsibilities

Call Logging: Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call 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 hand off times, for issues requiring 3rd party intervention Open Calls: Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc. Knowledge: Proactively seek and possess business acumen for all clients supported · Maintain technical proficiency in all applications utilized by clients supported · Participate in all company organized training events · Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel · Organize and utilize all support resources provided including emails, documentation, contact lists, etc

Skill Requirements

Other tasks: Perform customer support related tasks and special projects as assigned by management · Liaise as necessary interdepartmentally to seek resolutions to all issues reported · Participate in client events, as appropriate (resource on site, client training, etc.) Working Relationships: Maintain inter-department relationships to resolve client issues Effectively communicate with both internal and external clients Develop communication and working relationship with Supervisor

Other Requirements

Job Requirements: Skills: Excellent verbal and written communication skills · Customer Service Skills · Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications · Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Education: High School Diploma or GED required. Technical Training highly preferred. Experience · Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll 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.