Analyst - English, Arabic, Microsoft Windows
Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support
I korthet
The Support Analyst will provide efficient Level 1 remote desktop support in English and Arabic, resolving technical issues and adhering to SLAs. This role requires strong problem-solving skills, customer focus, and familiarity with Windows OS and remote support tools.
Ansvarsområden
- Provide Level 1 remote desktop support in Arabic and English via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Ensure compliance with SLAs for ticket volume and resolution time.
- Adhere to quality standards, including voice proficiency and technical monitoring.
- Strive for positive customer experience by achieving first call resolution and maintaining low AHT.
- Update work logs accurately and follow shift/escalation processes.
- Update the knowledge base and pursue self-development opportunities.
Krav
- Proficiency in Arabic and English for customer and team 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.
Önskade kvalifikationer
- ITIL Foundation Certification is optional but valuable.
Förmåner
- Supercharge your potential and find your career at HCLTech.
- A place that puts people first.
- Work for a global technology company with a broad portfolio of services and products.
#Support Analyst#Remote Desktop Support#Level 1 Support#Technical Issues#English#Arabic#Microsoft Windows#SLA#Customer Experience#IT Support
Företag
HCLTech
Publicerade jobb
för 3 veckor sedan
Anställningstyp
Heltid
Arbetsform
Distans
Erfarenhetsnivå
Junior
Platser
Lucknow, India
Sökande
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