Senior Analyst - English, Arabic, Microsoft Windows

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

In short

Der Senior Service Desk Agent ist die primäre Kontaktperson für den IT-Support für Endbenutzer und bietet erweiterte Fehlerbehebung, Ticketverwaltung und operative Anleitung für das Service Desk-Team. Die Rolle stellt die rechtzeitige Lösung von Vorfällen, die Einhaltung von SLA-Zielen, eine hohe Kundenzufriedenheit und kontinuierliche Serviceverbesserungsinitiativen sicher.

Responsibilities

Act as the first point of contact for users via phone, email, chat, and self-service portals.
Log, classify, prioritize, and resolve incidents and service requests accurately.
Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues.
Monitor ticket queues to ensure SLA compliance and timely resolution.
Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure.
Handle Major Incident communications and business escalations when required.
Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms.
Perform password resets, account unlocks, software installations, and permission management.
Diagnose network connectivity, printer, and endpoint-related issues.
Utilize ITSM tools such as ServiceNow for ticket management and reporting.
Coach and mentor junior Service Desk Agents.
Conduct ticket quality reviews and provide feedback.
Assist supervisors in workload balancing and queue management.
Participate in knowledge-sharing sessions and team training initiatives.
Support shift handovers and operational governance activities.
Maintain and update knowledge base articles and troubleshooting guides.
Identify recurring issues and recommend automation or permanent fixes.
Participate in Problem Management and Root Cause Analysis activities.
Drive First Call Resolution (FCR) and customer satisfaction improvements.

Requirements

Windows 10/11 Administration
Microsoft 365 / Outlook
Active Directory & Azure AD
ServiceNow or similar ITSM tools
VPN & Remote Access Support
Basic Networking (TCP/IP, DNS, DHCP)
Remote Support Tools
Incident, Problem & Change Management awareness
Excellent verbal and written communication
Strong customer service orientation
Analytical and problem-solving abilities
Leadership and mentoring capability
Time management and multitasking
Stakeholder management and escalation handling
4–7 years of experience in IT Service Desk / Technical Support
Experience handling priority incidents and business-critical users
Bachelor's degree in Computer Science, Information Technology, or relevant field

Desired Qualifications

Working knowledge of ITIL processes preferred
ITIL Foundation Certification preferred
ServiceNow certification is an added advantage
Arabic language proficiency is implied by the headline

Benefits

You'll supercharge your potential.
You'll find your career.
And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.

Skills

Windows 10Windows 11Microsoft 365OutlookActive DirectoryAzure ADServiceNowVPNRemote AccessNetworkingTCP/IPDNSDHCPRemote Support ToolsIncident ManagementProblem ManagementChange Management

#IT Service Desk#Technical Support#Windows#Microsoft 365#Active Directory#ITIL#ServiceNow#Incident Management#Problem Management#Change Management#Customer Service#Troubleshooting

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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