Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Analyst - English, Arabic, Microsoft Windows
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Service Desk Agent – L1- EnglishrnResponsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.rnResponsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned periodrnFollow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.rnOwnership of the ticket until support taken L2rnRouting / chasing of tickets with other resolver groups.rnIdentifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation.rnCreating child tickets and tagging them with Parent ticket.rnGather information about the latest updates on the high severity incident and convey the same to the customersrnCallback the user and confirm resolution (wherever applicable)Ownership of the ticket until support taken from L2rnProactive queue managementrnVIP call handlingrnShould have how to experience on Exchange, Network and intunernShould be well versed with Windows 10/11rnShould be excellent in Communication Skills.rnCEFR Grade B2 with Spoken score above 55.

Key Responsibilities

1. 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.
2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.
4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
5. 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.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems
4. Strong Problem-Solving Skills And A Customer-Centric Approach
5. Ability To Follow Processes And Standards In A Structured Environment

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role
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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.