Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Analyst - English, Arabic, Microsoft Windows
Chennai, Tamil Nadu

Job Summary

IT Service Desk Agent (English)

Key Responsibilities

Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues. Diagnose and resolve incidents within agreed SLA timelines and ticket volumes. Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT). Adhere to quality standards including voice and accent clarity, and technical monitoring protocols. Maintain high login efficiency and availability to support customer needs. Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures. Update and maintain accurate worklogs and ticket documentation. Contribute to knowledge base updates and participate in continuous self-development. Ensure compliance with regulatory requirements and internal company policies. Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores. Minimize rejected resolutions and reopened cases through thorough troubleshooting and communication.

Skill Requirements

Fluency in English (spoken and written) is mandatory. 1–2 years of experience in a technical support or service desk environment. Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools. Familiarity with ticketing systems (ServiceNow). Excellent communication and interpersonal skills. Ability to work in rotational shifts and under pressure. Strong problem-solving and analytical thinking. Customer-oriented mindset with a focus on service excellence.

Other Requirements

ITIL Foundation certification. Experience supporting multilingual environments. Exposure to shared services or global support models.
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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.