The Job

Shift Lead - English, Arabic, Microsoft Windows

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

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I korthet

This role is for a Shift Lead in Bengaluru, India, requiring proficiency in English, Arabic, and Microsoft Windows. The primary responsibility is to provide advanced technical support, manage incidents, and resolve issues efficiently, aiming for high first-call resolution rates.

Ansvarsområden

  • Understand and consistently perform fundamental core operational processes.
  • Provide efficient, courteous, and responsive advanced level technical support.
  • Manage and prioritize incidents from detection and recording to closure.
  • Troubleshoot, satisfy, or resolve problems, aiming for 70% first-call resolution.
  • Correctly refer unresolved problems to the appropriate work group 90% of the time.
  • Log all incoming incidents or requests and actions taken.
  • Update problem records upon resolution or escalation.
  • Provide follow-up status to end-users in accordance with support policies.
  • Increase personal knowledge of business and technical environment.
  • Improve knowledge of and ability to operate all support tools and technologies.

Krav

  • Proficiency in English and Arabic.
  • Proficiency in Microsoft Windows.
  • Understanding of incident management processes.
  • Critical thinking skills for quick and consistent incident resolution.
  • Active listening skills and effective communication strategies.
  • Ability to research solutions to problems.
  • Knowledge of WBG business and technical environment.
  • Familiarity with all Bank support tools and technologies.

Önskade kvalifikationer

  • Support in one primary area and one secondary area from: Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications Support; and Telecom.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Consolidated revenues of $14.8 billion as of 12 months ending June 2026.
#technical support#customer service#Windows#Arabic#English
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Bengaluru, India

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