Senior Analyst - English, Arabic, Microsoft Windows

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

In short

The Senior Support Analyst provides high-quality remote desktop support, troubleshooting technical issues in English and Arabic. This role emphasizes adherence to SLAs and exceptional customer satisfaction through efficient problem resolution and effective communication.

Responsibilities

Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat.
Ensure adherence to agreed SLAs for ticket resolution.
Uphold quality standards by monitoring voice and accent, ensuring compliance with regulatory requirements and company policies.
Enhance customer experience and satisfaction by achieving first call resolution and maintaining a low average handling time.
Update work logs diligently and follow escalation processes for complex problems.
Update the knowledge base and pursue 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 spark at HCLTech.
A place that puts its people first.
Global technology company with a presence in 60 countries.

Skills

EnglishArabicMicrosoft WindowsRemote Desktop SupportTicketing SystemsService DeskNetworking

#remote desktop support#troubleshooting#technical issues#customer satisfaction#communication#SLA#Windows#IT support

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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