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

Senior Analyst role based in Lucknow, India, responsible for advanced IT support and ticket management. Requires proficiency in English and Arabic, strong knowledge of Windows OS, Microsoft 365, Active Directory, and ITSM tools like ServiceNow. The position involves coaching junior agents and contributing to process improvements.

Responsibilities

  • Serve as the primary point of contact for end-user IT support.
  • Provide advanced troubleshooting and ticket management.
  • Log, classify, prioritize, and resolve incidents and service requests.
  • Troubleshoot hardware, software, network, VPN, email, Office 365, and application issues.
  • Monitor ticket queues to ensure SLA compliance.
  • Escalate complex incidents to L2/L3 support teams.
  • Support shift handovers and operational governance.
  • Maintain and update knowledge base articles.
  • Identify recurring issues and recommend solutions.
  • Coach and mentor junior Service Desk Agents.

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.
  • 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
  • 4–7 years of experience in IT Service Desk / Technical Support.
  • Experience handling priority incidents and business-critical users.

Desired Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or relevant field.
  • ITIL Foundation Certification preferred.
  • ServiceNow certification is an added advantage.
  • ITIL Foundation Certification (Optional But Valuable).
  • Comptia A+ Certification (Optional But Valuable)

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Service Desk#Technical Support#Windows Administration#Microsoft 365#Active Directory#ITIL#ServiceNow#Customer Service#Problem Solving#Networking
HCLTech Logo

Company

HCLTech

Job Posted

6 days ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Lucknow, India

Qualification

Bachelor

Applicants

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