Administrator - English, Spanish, Windows (159818)
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Apply to Administrator - English, Spanish, Windows (159818) at HCLTechJob details
- Work type
- Onsite
- Posted
- 1 week ago
- Apply on
- career55.sapsf.eu
About this role
Job Summary
We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.
Key Responsibilities
Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools such as ServiceNow and Vayusphere. • Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity, and other end-user systems. • Follow ITIL processes for effective incident and service request management. • Escalate unresolved incidents to Level 2 or Level 3 support teams within agreed SLA timelines. • Maintain accurate ticket documentation, use closure templates, and provide timely follow-up updates. • Ensure strong ticket management practices while consistently improving user satisfaction. • Follow the three-strike user follow-up process. • Coordinate with FSS teams for onsite support requirements as needed. • Support enterprise IT environments across macOS, Windows, and mobile platforms. • Demonstrate a good understanding of Intune, Microsoft 365, and macOS; related experience will be an added advantage. • Bring hands-on experience with ITSM tools such as ServiceNow
Skill Requirements
Strong communication skills, a positive attitude, and flexibility to work in shift-based operations.
Other Requirements
Good knowledge of Windows, MAC, basic networking, Microsoft 365, Intune, and Azure.