As a Support Analyst, you will play a vital role in delivering exceptional Level 1 remote desktop support. Your primary responsibility will be to resolve assigned tickets efficiently and effectively, ensuring adherence to the company's Service Level Agreements (SLAs) and quality standards. Your proficiency in Spanish will be crucial in providing excellent customer service, enhancing the overall customer experience. Key Responsibilities Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To The Agreed SLA For Ticket Volume And Response Time. Maintain Quality Standards By Monitoring Voice And Accent, As Well As Complying With Regulatory Requirements And Company Policies During Customer Interactions. Enhance Customer Satisfaction By Striving For First Call Resolution, Minimizing Average Handling Time, And Effectively Managing Rejected Resolutions And Reopened Cases. Ensure High Availability For Customers By Maintaining Efficient Login Practices And Being Readily Accessible During Support Hours. Accurately Update Worklogs And Follow The Shift/Escalation Process To Escalate Complex Issues To The Appropriate Support Specialists Or Route Problems To 2nd And 3rd Level IT Support Staff As Necessary. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills. Skill Requirements Proficiency In Spanish (Spain) For Effective Communication With Customers. Basic Understanding Of Windows Operating Systems And Remote Desktop Support Techniques. Familiarity With Ticketing Systems And IT Support Processes. Strong Communication And Interpersonal Skills To Ensure Positive Customer Interactions. Fundamental Knowledge Of Hardware And Software Troubleshooting. Other Requirements Optional But Valuable Certifications: ITIL Foundation Certification, CompTIA A+ Certification At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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 226,300 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 December 2025 totaled $14.5 billion. At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: Personal time off Maternity and paternity benefits Access to skills / higher education programs/resources Discounts on products and services via Benefit Box Participate in CSR programs and live life with a purpose Opportunities to grow and advance your career Note : The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all. #J-18808-Ljbffr