Analyst - English, Arabic, Microsoft Windows
Bulgaria
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Job Description
Analyst - English, Arabic, Microsoft Windows
Others, Sofia

Job Summary

The Analyst-Help Desk is involved in production work performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc.

Key Responsibilities

He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Skill Requirements

 Knowledge of MS Office , Windows, VPN, network connectivity.

Other Requirements

Fluent English communication skills. Strong problem-solving and troubleshooting skills.

Job Description : Create, maintain, and continuously improve Knowledge Base (KB) articles to support Service Desk and IT operations. \\\\r\\\\nReview, validate, and update existing KB articles to ensure accuracy, relevance, and compliance with standards. \\\\r\\\\nConduct regular meetings with customers and stakeholders to discuss knowledge capture, documentation needs, and improvements. \\\\r\\\\nWork closely with Service Desk, IT support teams, and SMEs to capture tacit and explicit knowledge. \\\\r\\\\nEnsure knowledge articles follow approved templates, quality guidelines, and governance processes. \\\\r\\\\nPromote knowledge reuse and adoption across support teams to improve efficiency and first-contact resolution. \\\\r\\\\nUse Knowledge Management tools and platforms to document, publish, and track knowledge articles. \\\\r\\\\nAnalyze knowledge gaps and proactively recommend new KB content. \\\\r\\\\nSupport major incidents, problem management, and change management activities by providing relevant knowledge documentation. \\\\r\\\\nCoordinate knowledge review cycles and ensure timely updates following process or system changes. \\\\r\\\\nParticipate in cross-team collaboration, training sessions, and continuous improvement initiatives related to knowledge management.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\nFirst-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues.\\\\r\\\\nIssue Diagnosis & Troubleshooting:Troubleshoot and resolve common hardware, software, network, and printer issues.\\\\r\\\\nTicket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system.\\\\r\\\\n\\\\r\\\\nCore Requirements & Skills\\\\r\\\\nTechnical Knowledge: Strong understanding of operating systems (Windows, macOS), productivity suites, basic networking, and hardware setup.\\\\r\\\\nCustomer Service: Exceptional interpersonal skills and the patience to deal with frustrated or non-technical users.\\\\r\\\\nProblem Solving: Ability to quickly assess a situation, identify the root cause, and apply an effective solution.\\\\r\\\\nCommunication: Clear verbal and written communication for translating technical concepts into easy-to-follow steps.\\\\r\\\\nEscalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists.\\\\r\\\\nAccount Management: Perform routine administrative tasks like password resets, user provisioning, and access management.\\\\r\\\\nKnowledge Sharing: Create and update internal knowledge base articles, tutorials, and FAQs for common problems.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.