Analyst - English, Arabic, Microsoft Windows

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

IT Service Desk agent providing Level 1 remote support in English and Arabic for hardware, software, and network issues. Requires 1-2 years of technical support experience with strong knowledge of Windows OS, MS Office, basic networking, and remote tools.

Responsibilities

Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues.
Diagnose and resolve incidents within agreed SLA timelines.
Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT).
Adhere to quality standards including voice and accent clarity.
Escalate unresolved issues to Level 2/3 support teams.
Update and maintain accurate worklogs and ticket documentation.
Contribute to knowledge base updates.
Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores.
Minimize rejected resolutions and reopened cases.

Requirements

Fluency in English (spoken and written) is mandatory.
1–2 years of experience in a technical support or service desk environment.
Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools.
Familiarity with ticketing systems (ServiceNow).
Excellent communication and interpersonal skills.
Ability to work in rotational shifts and under pressure.
Strong problem-solving and analytical thinking.
Customer-oriented mindset with a focus on service excellence.

Desired Qualifications

ITIL Foundation certification.
Experience supporting multilingual environments.
Exposure to shared services or global support models.
Experience with Arabic language support.

Benefits

Supercharge your potential at HCLTech.
Find your career and spark.
Work at a place that puts people first.

Skills

EnglishArabicMicrosoft WindowsWindows OSMS Office SuiteNetworkingRemote Desktop ToolsServiceNow

#IT Service Desk#Technical Support#Windows OS#MS Office#Networking#Remote Desktop#ServiceNow#English#Arabic#Customer Service

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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