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SeniorAnalyst - English, Latin, Windows

Mexico

Job Description

SeniorAnalyst - English, Latin, Windows

Monterrey, Nuevo León

Job Summary

The Sr. Analyst in Support & Operations plays a crucial role in delivering exceptional remote desktop support to our clients. This position focuses on troubleshooting and resolving technical issues efficiently while ensuring adherence to service level agreements (SLA) and maintaining high-quality standards. The incumbent will contribute to improving customer satisfaction through effective communication and problem-solving skills in both English and Latin Spanish.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Sla For Ticket Resolution Timelines.
2. Maintain Compliance With Quality Standards, Regulatory Requirements, And Company Policies, Ensuring Effective Communication In Both English And Latin Spanish During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution, Minimizing Average Handling Time (Aht), And Reducing Rejected Resolutions And Re-Opened Cases.
4. Ensure High Availability And Login Efficiency To Meet Customer Demands And Support Team Objectives.
5. Update Worklogs Accurately And Follow The Escalation Process To Address Complex Problems By Routing Them To The Appropriate 2Nd And 3Rd Level It Support Specialists.
6. Engage In Value-Adding Activities Such As Knowledge Base Updates And Continuous Self-Development To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Solid Understanding Of Windows Operating Systems And Troubleshooting Techniques
2. Proficiency In Spanish (Latin) And English, With Effective Verbal And Written Communication Skills
3. Familiarity With Remote Desktop Support Tools And Techniques




4. Basic Knowledge Of Networking Concepts And Hardware Components
5. Ability To Adhere To Quality Standards And Customer Service Protocols

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Comptia A+ Certification (Optional But Valuable

Information at a Glance

Why HCLTech?

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 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.

Copyright © 2026 HCL Technologies Limited

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📌 SeniorAnalyst - English, Latin, Windows (India)
🏢 HCLTech
📍 India