Senior Analyst - English, Arabic, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Responsibilities
- Act as the first point of contact for users via phone, email, chat, and self-service portals.
- Log, classify, prioritize, and resolve incidents and service requests accurately.
- Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues.
- Monitor ticket queues to ensure SLA compliance and timely resolution.
- Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure.
- Handle Major Incident communications and business escalations when required.
- Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms.
- Perform password resets, account unlocks, software installations, and permission management.
- Diagnose network connectivity, printer, and endpoint-related issues.
- Utilize ITSM tools such as ServiceNow for ticket management and reporting.
- Coach and mentor junior Service Desk Agents.
- Conduct ticket quality reviews and provide feedback.
- Assist supervisors in workload balancing and queue management.
- Participate in knowledge-sharing sessions and team training initiatives.
- Support shift handovers and operational governance activities.
- Maintain and update knowledge base articles and troubleshooting guides.
- Identify recurring issues and recommend automation or permanent fixes.
- Participate in Problem Management and Root Cause Analysis activities.
- Drive First Call Resolution (FCR) and customer satisfaction improvements.
Requirements
- Windows 10/11 Administration
- Microsoft 365 / Outlook
- Active Directory & Azure AD
- ServiceNow or similar ITSM tools
- VPN & Remote Access Support
- Basic Networking (TCP/IP, DNS, DHCP)
- Remote Support Tools
- Incident, Problem & Change Management awareness
- Excellent verbal and written communication
- Strong customer service orientation
- Analytical and problem-solving abilities
- Leadership and mentoring capability
- Time management and multitasking
- Stakeholder management and escalation handling
- 4–7 years of experience in IT Service Desk / Technical Support
- Experience handling priority incidents and business-critical users
- Bachelor's degree in Computer Science, Information Technology, or relevant field
Desired Qualifications
- Working knowledge of ITIL processes preferred
- ITIL Foundation Certification preferred
- ServiceNow certification is an added advantage
- Arabic language proficiency is implied by the headline
Benefits
- You'll supercharge your potential.
- You'll find your career.
- And you'll find your spark.
- All at a place that knows that helping its customers stay on top starts by putting its people first.
Skills
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…
Company
HCLTechJob Posted
3 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Mid-Senior
Locations
Lucknow, India
Qualification
Applicants
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