Analyst - English, Arabic, Microsoft Windows

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

In short

The Support Analyst will provide Level 1 remote desktop support in English and Arabic, resolving hardware, software, and network issues. This role requires adherence to SLAs and quality standards to ensure a positive customer experience and operational excellence.

Responsibilities

Provide Level 1 remote desktop support in Arabic and English via telephone, 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 and accent proficiency.
Achieve first call resolution and maintain low average handling time.
Log in promptly to support systems for immediate customer assistance.
Update work logs accurately and follow shift and escalation processes.
Update the knowledge base and pursue self-development opportunities.

Requirements

Proficiency in Arabic and English for 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

Opportunity to supercharge potential and find career spark at HCLTech.
HCLTech is a global technology company with a presence in 60 countries.
Focus on putting people first.

Skills

EnglishArabicMicrosoft WindowsRemote Desktop SupportTicketing Systems

#Support Analyst#Remote Desktop Support#Technical Support#Windows Operating Systems#ITIL Foundation

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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