Analyst - English, Arabic, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering
In short
As an Analyst at HCLTech, you will provide Level 1 remote desktop support, resolving technical issues in English and Arabic for Windows environments. Responsibilities include ticket management, issue resolution, and ensuring adherence to SLAs and quality standards.
Responsibilities
- Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat in Arabic and English.
- Ensure compliance with the agreed SLA for ticket volume and resolution time.
- Adhere to quality standards, including voice and accent proficiency, technical monitoring, and compliance with regulatory requirements and company policies.
- Update work logs accurately and follow shift and escalation processes.
- Engage in value-adding activities such as updating the Knowledge Base and pursuing self-development opportunities.
- Responsible for service ticket creation, assignment, categorization, prioritization, escalation, tracking, and closure.
- Identify trends of calls/tickets and highlight them to the Incident Manager.
- Create child tickets and tag them with the Parent ticket.
- Gather information about the latest updates on high severity incidents and convey them to customers.
- Callback the user and confirm resolution.
- Proactive queue management.
- VIP call handling.
Requirements
- Proficiency in Arabic and English for effective 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.
- Must have experience with Exchange, Network, and Intune.
- Well-versed with Windows 10/11.
- Excellent Communication Skills.
- CEFR Grade B2 with Spoken score above 55.
Desired Qualifications
- ITIL Foundation Certification is optional but valuable for this role.
Benefits
- Opportunity to supercharge your potential and find your career spark at HCLTech.
- Work at a place that puts its people first.
- Be part of a global technology company with a broad portfolio of technology services and products.
#Service Desk#L1 Support#Technical Support#Windows#Arabic#English#IT
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Entry
Locations
Gautam Buddha Nagar, India
Applicants
Be an early applicant