Incident Management Analyst

OverviewHCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering capabilities centered around digital, engineering, cloud and AI. We work with clients across major verticals and provide 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 2024 totaled $13.7 billion.Location: On site - Zone: Andares. RoleService Desk (Portuguese-speaking) with requirements listed below. This role involves providing frontline IT support to end users, handling requests via phone, email, and other channels, and escalating complex issues as needed. Responsibilities Serve as the first point of contact for end-user IT support requests via phone, email, and other channels. Review, prioritize, and categorize all support requests in the ticketing system. Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles. Assist users with password resets, account lockouts, and basic application usage. Assist with onboarding new users and setting up their accounts and equipment. Escalate complex issues to higher-level support teams (L2/L3) with detailed information. Maintain clear and concise communication with end-users regarding the status of their requests. Contribute to the knowledge base by documenting troubleshooting steps and solutions. Follow established service desk processes and procedures consistently. Adapt to change and work effectively in ambiguous situations. Uphold company values and comply with Quality Management System policies and procedures. Maintain regular and reliable attendance and be prepared to work nights and/or weekends as needed. Balance computer and phone usage and work across devices as required. What we need to see / Requirements (Portuguese-language focus) Provide hardware / software / network problem diagnosis and resolution via telephone for end users. High school diploma or equivalent; B.Sc. or Diploma preferred. 1–2 years of help desk, customer service, and support experience with problem solving involving hardware, software, and networks (phone support experience is mandatory). Technical helpdesk or technical call center experience is necessary (6 months). Willing to work in 24x7 operations. Great level of French spoken and written (if applicable to role). Skills Excellent verbal and written communication and interpersonal skills. Understanding of computer hardware, software (operating systems, common applications), and networking concepts. Proficiency in using ticketing systems and knowledge base tools. Ability to follow instructions and procedures accurately. Strong problem-solving and analytical skills for basic issues. Knowledge of online security practices and advice. Proficient in Microsoft Office programs and basic computer skills (internet navigation, email). What we offer Life insurance Major Medical Expenses Insurance (extends to spouse and 2 children under 25, if applicable) Minor Medical Expense Insurance Savings Fund (varies by location; example 10–13%) Food vouchers (varies by location) Paid leave and vacation days per policy Continuous training and development opportunities Location Position on site - Zone: Andares HCLTech is a global technology company, with a similar description repeated in the original posting. The essential content above remains focused on the Service Desk role and its requirements. #J-18808-Ljbffr