Senior IT Analyst with Italian and English

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B

• Contract type: Employment

• Work mode: Hybrid - minimum 3 times per week WFO

• Work Shift: Normal working hours

Overview of the Role

As a Technical Support Agent (Italian-Speaking) at HCLTech, you will play a vital role in ensuring seamless IT support for our clients’ end users. Your expertise in troubleshooting, problem-solving, and customer engagement will directly contribute to maintaining productivity and satisfaction for our Italian-speaking customers. Your role is pivotal in upholding HCLTech’s reputation for exceptional client support and technical excellence.

Detailed Responsibilities

• Provide comprehensive hardware, software, and network troubleshooting and resolution support to end users via telephone.

• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.

• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.

• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.

• Manage and foster relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.

• Administer and manage user access across various systems to ensure proper authorization and security.

• Accurately document all support activities, problem resolutions, and work requests using the Call Tracking System.

• Support and adhere to established ITIL processes and HCLTech operational standards.

Skill Requirements

• Proficiency in Italian (minimum C1 level) and English (minimum B2 level), with excellent verbal and written communication skills.

• Demonstrated ability in customer handling, resourcefulness, and adaptability in dynamic scenarios.

• Strong working knowledge of Windows operating systems, MS Office suite, internet browsers, antivirus and firewall software, and basic PC hardware.

• Understanding of IT environments with readiness and enthusiasm to learn new technologies and processes.

• Familiarity with user access management and standard IT support workflows.

Nice to have:

• ITIL certification or practical knowledge of ITIL frameworks is considered an asset.

• Previous experience in a technical support or helpdesk environment is advantageous.

• Additional language skills are a plus.

What we offer:

• Life insurance

• Private medical care

• MultiSport Card

• Subsidies for glasses

• Subsidies for language courses

• Christmas and holiday bonuses