HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.
We offer an integrated portfolio of products, solutions, services, and IP through our Mode1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.
Due to our growing business needs we are looking for:
Tasks:
As an HR &IT Helpdesk Analyst with HCL Technologies, your function will be to provide global support toward HR, Travel and IT Customer Care, with the focus on customer support services round the clock. You will manage the customer queries and employee request with the available module (Voice, Email & Chat) and play the key role in managing the employee queries with high quality deliverables.
Daily Activities:
- Manage the employee data issues with the HR, Payroll and travel related service lines
- Maintain sufficient information to facilitate knowledge of the employee’s HR services environment
- Provide hardware / software / network problem diagnosis / resolution for customer’s end users
- Route problems to internal 2nd and 3rd level IT support staff
- Escalate delays in problem resolution
- Acknowledge request with empathy and assurance reflected during the entire interaction
- Respond on expected timelines of closure of the service request; Interim Response / Updates if expected timelines are foreseen to breach
- Be responsible for end to end ownership
- Manage the queue and take accountability on the process flow
- Ensuring contract with GEO for prompt trouble shooting
Soft Skills:
- Excellent communication and conversation skills (both verbal and written)
- Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
- Ability to acquire new information quickly and the willingness to do so at all times
- Auditing mindset with eye for detail
- Learning mindset and willing to go extra mile to achieve organizational objectives
- Ability to work under stringent deadlines with high accuracy
- Should be flexible enough for extensions on shift timings if any ad hoc request from the client
Requirements:
- Graduate (Non B-Tech, Technical Grads) or other certifications
- Any certification/courses on Customer experience (Value Addition)
- 1-4 years of experience in Customer Service (Voice, Email & Chat)
- Relevant experience / exposure in HR, Benefits or Payroll Operations in an Employee Helpdesk environment (Employee Care)
- Preferable experience in handling customer from multiple geographies
Language Requirements:
- German – at least B2
- English – at least B2
We offer:
- Life insurance
- Private healthcare
- MultiSport Card
- Clear career path in a growing multinational organization