Analyst - English, Arabic, Microsoft Windows

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support

I korthet

The Support Analyst provides Level 1 remote desktop support, resolving technical issues in English and Arabic, adhering to SLAs and quality standards. Responsibilities include troubleshooting hardware, software, and network problems, maintaining high availability, updating logs, and contributing to knowledge base development.

Ansvarsområden

Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat in Arabic and English, ensuring 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.
Strive for positive customer experience by achieving first call resolution and maintaining a low average handling time (AHT), minimizing rejected resolutions and case reopenings.
Maintain high availability and efficiency in logging in to support systems to ensure prompt assistance for customers.
Update work logs accurately and follow the shift and escalation processes to route complex issues to appropriate support specialists or escalate to 2nd and 3rd level IT support as necessary.
Engage in value-adding activities such as updating the knowledge base and pursuing self-development opportunities to enhance technical skills and service delivery.

Krav

Proficiency in Arabic and English for effective communication with customers and team members.
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 for this role.

Förmåner

Supercharge your potential, find your career, and find your spark at HCLTech.
A place that knows that helping its customers stay on top starts by putting its people first.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Färdigheter

ArabicEnglishMicrosoft WindowsRemote Desktop Support ToolsTicketing SystemsITIL

#Level 1 Support#Remote Desktop Support#Technical Support#Customer Experience#Windows Troubleshooting#Arabic#English#SLA#ITIL Foundation

Om 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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