Senior Analyst - English, Arabic, Microsoft Windows

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

In short

The Senior Support Analyst is responsible for providing high-quality remote desktop support, troubleshooting technical issues in English and Arabic, and ensuring client satisfaction. This role requires adherence to SLAs and maintaining efficient service delivery for hardware, software, and network problems.

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

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

Skills

ArabicEnglishMicrosoft WindowsRemote Desktop SupportTicketing SystemsService DeskCustomer ServiceNetworking

#IT Support#Remote#Windows#Arabic#English

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…

See all open jobs at HCLTech Read more about HCLTech Website