The Job

Analyst - English, Arabic, Microsoft Windows

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

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I korthet

As an Analyst at HCLTech, you will provide Level 1 remote desktop support, resolving technical issues in English and Arabic for Windows environments. Responsibilities include ticket management, issue resolution, and ensuring adherence to SLAs and quality standards.

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.
  • Ensure 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.
  • Update work logs accurately and follow shift and escalation processes.
  • Engage in value-adding activities such as updating the Knowledge Base and pursuing self-development opportunities.
  • Responsible for service ticket creation, assignment, categorization, prioritization, escalation, tracking, and closure.
  • Identify trends of calls/tickets and highlight them to the Incident Manager.
  • Create child tickets and tag them with the Parent ticket.
  • Gather information about the latest updates on high severity incidents and convey them to customers.
  • Callback the user and confirm resolution.
  • Proactive queue management.
  • VIP call handling.

Krav

  • Proficiency in Arabic and English for effective 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.
  • Must have experience with Exchange, Network, and Intune.
  • Well-versed with Windows 10/11.
  • Excellent Communication Skills.
  • CEFR Grade B2 with Spoken score above 55.

Önskade kvalifikationer

  • ITIL Foundation Certification is optional but valuable for this role.

Förmåner

  • Opportunity to supercharge your potential and find your career spark at HCLTech.
  • Work at a place that puts its people first.
  • Be part of a global technology company with a broad portfolio of technology services and products.
#Service Desk#L1 Support#Technical Support#Windows#Arabic#English#IT
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Junior

Platser

Gautam Buddha Nagar, India

Sökande

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