Senior Analyst - English, Arabic, Microsoft Windows

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

In short

Seeking a Senior Analyst with proficiency in English, Arabic, and Microsoft Windows to provide hardware, software, and network support. Responsibilities include diagnosing and resolving end-user issues, managing user accounts, and coordinating with IT staff and vendors.

Responsibilities

Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer’s end users.
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Respond to telephone calls, email, instant messages, and assigned tickets from users.
Assign work orders/incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities.
Escalate complex problems to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or may write training procedures.
Participate in on-going training and departmental development.
Perform routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations and diagrams.
Provide knowledge transfer of EUC operations.

Requirements

Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with Windows Operating systems (Clients: Windows7, Windows Vista, Windows XP, Windows 2000; Servers: Windows 2000, Windows 2003, Windows 2008).
Knowledge of Active Directory, Exchange 2003/2007.
Experience with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
Experience with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
Proficiency in MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
Experience with Internet browsers (e.g. Explorer, Chrome, Firefox).
Support for VPN and remote dial-in users.
Support for laptop, desktops, and printers.
PDA and blackberry support.
Support for Adobe Acrobat and other common desktop applications like Winzip, etc.

Desired Qualifications

Excellent communication and conversation skills (Verbal and Written).
Good documentation skills.
Good working knowledge of MS OFFICE (Including MS Project and Visio).
Great customer handling skills.
Able to handle unforeseen situations.
High level of acceptance.
Can drive HCL’s value and its methodology.

Benefits

Global technology company
Career growth opportunities
Inclusive work environment
Work with clients across all major verticals
Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion

Skills

WindowsActive DirectoryExchangeRemedyHP Service CenterPeregrine Service CenterMS OfficeMS ProjectMS VisioExplorerChromeFirefoxAdobe AcrobatWinzip

#IT Support#Helpdesk#Technical Support#Windows#Active Directory#Exchange#Troubleshooting#Customer Service

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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