Analyst - English, Arabic, Microsoft Windows

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

In short

This role is for a Service Desk L1 Analyst based in Gautam Buddha Nagar, India, requiring proficiency in English and Arabic. Responsibilities include troubleshooting client software, network connectivity, managing user accounts, and documenting issues. The position requires experience with various Windows operating systems and ITSM ticketing tools.

Responsibilities

Coordinate and manage relationships with vendors and support staff for hardware/software/network problem resolution.
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate, and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or write training procedures.
Participate in ongoing training and departmental development.
Perform routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations, and diagrams.
Provide knowledge transfer of EUC operations.
Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users.
Route problems to internal 2nd and 3rd level IT support staff.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities.
Escalate complex problems to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
Support for laptop, desktops, and printers.

Requirements

Phone/Email/Chat support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with Windows Operating systems (Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 10; Servers: Windows 2000, Windows 2003, Windows 2008).
Knowledge of Active Directory, Exchange.
Experience with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, ServiceNow.
User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
Experience with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
Proficiency in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
Experience with Internet browsers (e.g. Explorer, Chrome, Firefox).
Experience supporting VPN and remote dial-in users.
Support for laptop, desktops, and printers.
PDA and blackberry support.
Experience with Adobe Acrobat and other common desktop applications like Winzip, etc.
Excellent communication and conversation skills (Verbal and Written).
B2 level English communication skill.
Good documentation skills.
Good working knowledge of MS OFFICE (Including MS Project and Visio).
Should have great customer handling skills.
Able to handle unforeseen situations.
High level of acceptance.

Desired Qualifications

Ability to build a cohesive team and manage people effectively, including coaching and development.
Thorough understanding of the strategic vision for the service desk and ability to set long-term direction.
Ability to balance and plan short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including ability to be influential and persuasive with stakeholders.
Ability to market and promote the service desk and advocate for necessary resources, support, and appreciation.
Complete understanding of the organization’s business.
Ability to think critically about systems and make adjustments consistently as needed.
Ability to manage time effectively while setting the tone of the team through modeling and leadership.
Can drive HCL’s value and its methodology.

Benefits

Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

Windows Operating SystemsActive DirectoryExchangeITSMRemedyHP Service CenterPeregrine Service CenterServiceNowMS Office SuiteMS WordMS ExcelMS PowerPointMS OutlookMS ProjectMS VisioInternet ExplorerChromeFirefoxVPNAdobe AcrobatWinZip

#Help Desk#IT Support#Windows#Arabic#English#Technical Support#Service Desk

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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