The Job

Senior Analyst - English, Arabic, Microsoft Windows

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

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In short

The Senior Support Analyst provides remote desktop support, troubleshooting hardware, software, and network issues. This role requires strong English and Arabic communication skills, adherence to SLAs, and a focus on customer satisfaction and service excellence.

Responsibilities

  • Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat, ensuring adherence to agreed SLA for ticket resolution.
  • Uphold quality standards by monitoring voice and accent, ensuring compliance with regulatory requirements and company policies in all customer interactions.
  • Enhance customer experience and satisfaction by achieving first call resolution and maintaining a low average handling time (AHT) while minimizing rejected resolutions and reopen cases.
  • Maintain high availability and login efficiency to ensure prompt support for customers, contributing to overall service excellence.
  • Update work logs diligently and follow escalation processes to route complex problems to appropriate support specialists or higher-level IT support teams as necessary.
  • Engage in value-adding activities such as updating the knowledge base and pursuing self-development initiatives to enhance professional skills.

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

  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#Technical Support#Remote Desktop Support#Customer Satisfaction#Troubleshooting#Communication
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Company

HCLTech

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Senior

Locations

Lucknow, India

Applicants

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