Analyst - English, Arabic, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
We are seeking an Analyst fluent in English and Arabic with strong Microsoft Windows knowledge to provide first-level technical support. Responsibilities include troubleshooting hardware/software/network issues, managing incident tickets using ITSM tools like ServiceNow, and supporting end users in Nagpur, Maharashtra.
Responsibilities
- Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle.
- Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level.
- Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow).
- Escalate complex issues to specialized teams (network, security, dev).
- Manage Active Directory, password resets, access permissions; assist with security procedures.
- Maintain resolution notes, update internal KB, contribute to support documentation.
- Provide guidance, and status updates to end users.
Requirements
- Excellent customer service and troubleshooting skills
- Knowledge of ITSM tools, Active Directory, Windows/macOS
Desired Qualifications
- Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
- Work with clients across all major verticals: 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 June 2026 totaled $14.8 billion.
#technical support#end users#troubleshooting#incident tickets#system configuration#documentation#service delivery#first-level support#hardware#software#network#macOS#mobile OS#printers#VDI#ITSM#ServiceNow#Active Directory#password resets#access permissions#security procedures#knowledge base#user training#communication#customer service#HCLTech#global technology#digital#cloud#AI#technology services#Financial Services#Manufacturing#Life Sciences#Healthcare#Technology#Services#Telecom#Media#Retail#CPG#Public Services
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Nagpur, India
Applicants
Be an early applicant