The Job

Senior Analyst - English, Arabic, Microsoft Windows

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

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In short

Seeking a Senior Support Analyst fluent in English and Arabic to provide high-quality remote desktop support, diagnose and resolve technical issues, and ensure exceptional customer satisfaction. This role involves adhering to SLAs, maintaining quality standards, and updating work logs diligently.

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, contributing to overall service excellence.
  • Update work logs diligently and follow escalation processes to route complex problems to appropriate support specialists or higher-level IT support teams as necessary.
  • Engage in value-adding activities such as updating the Knowledge Base and pursuing self-development initiatives to enhance professional skills.

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.
  • Global technology company, home to more than 223,000 people across 60 countries.
  • Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
  • 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.
#Support#Analyst#English#Arabic#Microsoft Windows#Remote#Customer Service#IT
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Company

HCLTech

Job Posted

7 hours ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Senior

Locations

Chennai, India

Applicants

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