Analyst - English, Arabic, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
The Support Analyst will provide efficient Level 1 remote desktop support in English and Arabic, resolving technical issues and adhering to SLAs. This role requires strong problem-solving skills, customer focus, and familiarity with Windows OS and remote support tools.
Responsibilities
- Provide Level 1 remote desktop support in Arabic and English via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Ensure compliance with SLAs for ticket volume and resolution time.
- Adhere to quality standards, including voice proficiency and technical monitoring.
- Strive for positive customer experience by achieving first call resolution and maintaining low AHT.
- Update work logs accurately and follow shift/escalation processes.
- Update the knowledge base and pursue self-development opportunities.
Requirements
- Proficiency in Arabic and English for customer and team communication.
- Basic knowledge of Windows Operating Systems and troubleshooting techniques.
- Familiarity with remote desktop support tools and ticketing systems.
- Strong problem-solving skills and a customer-centric approach.
- Ability to follow processes and standards in a structured environment.
Desired Qualifications
- ITIL Foundation Certification is optional but valuable.
Benefits
- Supercharge your potential and find your career at HCLTech.
- A place that puts people first.
- Work for a global technology company with a broad portfolio of services and products.
#Support Analyst#Remote Desktop Support#Level 1 Support#Technical Issues#English#Arabic#Microsoft Windows#SLA#Customer Experience#IT Support
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Entry
Locations
Lucknow, India
Applicants
Be an early applicant