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 technical issues and adhering to SLAs. This role focuses on customer experience, efficiency, and continuous improvement through knowledge base updates and self-development.
Responsibilities
- Provide Level 1 remote desktop support via telephone, email, and chat in Arabic and English.
- Diagnose and resolve hardware, software, and network issues, ensuring compliance with SLAs.
- Adhere to quality standards, including voice and accent proficiency, technical monitoring, and company policies.
- Strive for positive customer experience by achieving first call resolution and maintaining low average handling time.
- Maintain high availability and efficiency in logging into support systems.
- Update work logs accurately and follow shift and escalation processes.
- Engage in value-adding activities like updating the knowledge base and pursuing self-development.
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
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that puts its people first.
- Work with a global technology company.
#Support#Customer Service#Technical Support#Remote Support#Windows#Arabic#English
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Entry
Locations
India
Applicants
Be an early applicant