The Job

Senior Analyst - English, Arabic, Microsoft Windows

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

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In short

Senior Support Analyst needed to provide high-quality remote desktop support, troubleshooting technical issues in English and Arabic. The role emphasizes adhering to SLAs, customer satisfaction, and efficient issue resolution.

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 (AHT).
  • Minimize rejected resolutions and reopen cases.
  • Maintain high availability and login efficiency for prompt customer support.
  • Update work logs diligently and follow escalation processes.
  • 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.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Support#Technical Support#Customer Service#Windows
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Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Senior

Locations

India

Applicants

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