Senior Analyst - English, Arabic, Microsoft Windows

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

In short

The Senior Support Analyst provides high-quality remote desktop support, resolving technical issues efficiently. This role requires strong communication skills in English and Arabic, adherence to SLAs, and a focus on customer satisfaction.

Responsibilities

Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues.
Uphold quality standards by monitoring voice and accent and ensuring compliance with company policies.
Enhance customer experience by achieving first call resolution and maintaining a low average handling time.
Maintain high availability and login efficiency to ensure prompt support.
Update work logs diligently and follow escalation processes for complex problems.
Engage in value-adding activities like updating the knowledge base and pursuing self-development.

Requirements

Proficient in Arabic and English, with strong verbal and written communication skills.
Solid understanding of Windows Operating Systems and remote desktop support tools.
Familiarity with ticketing systems and service desk operations.
Good problem-solving skills with a focus on customer service.
Basic knowledge of networking concepts and troubleshooting methodologies.

Desired Qualifications

ITIL Foundation Certification (Optional but valuable).
CompTIA A+ Certification (Optional but valuable).

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ArabicEnglishMicrosoft WindowsRemote Desktop SupportTicketing SystemsNetworking

#support#remote#desktop#windows#arabic#english#analyst

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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