Sr Analyst

Job Description

Sr Analyst

Dalian, Liaoning

Job Summary

Job Summary : Mandarin Service Desk Support

Key Responsibilities

Job Responsibilities : • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end user. Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Skill Requirements

Skill Requirement : • Good Knowledge on Excel • Basic Knowledge Windows, Outlook, PC related issue • Oversees provisioning and break/fix • Monitors process to ensure best productivity • Improves and maintains customer and employee satisfaction • Monitors and maintains SLAs • Gathers and suggests value additions for submission to customer with SDM • Coordinates intra-track and Micron service coordination • Point of escalation between customer and analyst

Other Requirements

Other Requirement : 1. Excellent communication and conversation skills (Verbal and Written)- 2. Good documentation skills- 3. Excellent Mandarin and English language skills 4. Should have a great customer handling skills- 5. Able to handle unforeseen situations- 6. Can accept night shift 7. Can drive HCL\s value and methodology

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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.