Analyst (Support & Operations)

Job Description

Analyst (Support & Operations)

Others, Sofia

Job Summary

Job Description : The Analyst - Help Desk is responsible for resolving customers' requests for assistance on standard

Key Responsibilities

Job Responsibilities : Principal Roles and Responsibilities: (Essential Function)\ 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.\ \ \ \ \ 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.)\

Skill Requirements

Skill Requirement : Skills & Competencies: Language skills: • Very good written and spoken command Italian 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 Requirement : 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.\ Working Relationships\ Subordinated: Reporting manager or above\ \ JOB REQUIREMENTS\ Education and work experience:\ • High school degree is a must.\ • University degree (Bachelor and/or Master) is an advantage.\ • Microsoft Certified Professional certification is considered a plus.\ • Call center, computer support, or customer service experience preferred.\ \ Shift Schedules:\ • Adhere strictly to shift schedule.\ • Timeliness is a key requirement. \ • Punctuality & Flexibility to changes in shift schedules - availability to work on different shifts 24/7.\

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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 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.