Senior Analyst – English & German Remote Desktop Support

About the role

HCLTech is seeking a Senior Analyst to provide Level 1 remote desktop support in English and German. The role focuses on diagnosing and resolving hardware, software, and network issues while ensuring high customer satisfaction and compliance with SLAs.

Key responsibilities

• Provide Level 1 Remote Desktop Support using Windows tools, adhering to ticket volume and resolution time SLAs.
• Maintain voice and accent quality, technical monitoring, and regulatory compliance.
• Achieve high customer experience scores through effective first‑call resolution and low average handling time.
• Ensure prompt availability during service hours and accurate worklog updates.
• Escalate complex issues to 2nd and 3rd level IT support as needed.
• Contribute to knowledge‑base updates and pursue self‑development to enhance technical skills.

Required profile

• Fluent in German and English with excellent communication skills.
• Solid understanding of Windows operating systems and remote desktop support tools.
• Basic knowledge of hardware and software troubleshooting techniques.
• Familiarity with ticketing systems and escalation processes.
• Strong customer‑service orientation and problem‑solving abilities.

Required skills

• Windows operating system proficiency
• Remote desktop support tools