The Job

Senior Analyst - English, Arabic, Microsoft Windows

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

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In short

This role requires a Senior Support Analyst to provide high-quality remote desktop support, specializing in English and Arabic communication. The position involves troubleshooting technical issues, adhering to SLAs, and ensuring customer satisfaction while maintaining high availability and updating work logs.

Responsibilities

  • Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat, ensuring adherence to agreed SLA for ticket resolution.
  • Uphold quality standards by monitoring voice and accent, ensuring compliance with regulatory requirements and company policies in all customer interactions.
  • Enhance customer experience and satisfaction by achieving First Call Resolution and maintaining a low Average Handling Time (AHT) while minimizing rejected resolutions and reopen cases.
  • Maintain high availability and login efficiency to ensure prompt support for customers.
  • Update work logs diligently and follow escalation processes to route complex problems to appropriate support specialists or higher-level IT support teams.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development initiatives.

Requirements

  • Proficient in Arabic and English, with strong verbal and written communication skills.
  • Solid understanding of Windows Operating Systems and Remote Desktop Support Tools.
  • Familiarity with Ticketing Systems and Service Desk Operations.
  • Good problem-solving skills with a focus on customer service.
  • Basic knowledge of networking concepts and troubleshooting methodologies.

Desired Qualifications

  • ITIL Foundation Certification (Optional but valuable).
  • CompTIA A+ Certification (Optional but valuable).

Benefits

  • Supercharge your potential at HCLTech.
  • Find your career and find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#IT Support#Remote Desktop#Troubleshooting#Customer Service#Technical Support#Windows OS#Arabic#English
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Senior

Locations

Others, India

Applicants

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