Analyst - English, Arabic, Microsoft Windows
Philippines
Apply now
Job Description
Analyst - English, Arabic, Microsoft Windows
Others, Metro Manila

Job Summary

Open, log, prioritize, assign, close tickets logged in the IT Service Desk. Query the User for all relevant information concerning the call made or issue reported by the user. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Re-route misdirected Calls. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures. Provide status updates on Tickets to users. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. Able to make sound decisions and work with minimal supervision. Excellent interpersonal skills to foster cooperation among users, support teams and peers.

Key Responsibilities

Open, log, prioritize, assign, close tickets logged in the IT Service Desk. Query the User for all relevant information concerning the call made or issue reported by the user. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Re-route misdirected Calls. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures. Provide status updates on Tickets to users. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. Able to make sound decisions and work with minimal supervision. Excellent interpersonal skills to foster cooperation among users, support teams and peers.

Skill Requirements

Open, log, prioritize, assign, close tickets logged in the IT Service Desk. Query the User for all relevant information concerning the call made or issue reported by the user. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Re-route misdirected Calls. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures. Provide status updates on Tickets to users. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. Able to make sound decisions and work with minimal supervision. Excellent interpersonal skills to foster cooperation among users, support teams and peers.

Other Requirements

Open, log, prioritize, assign, close tickets logged in the IT Service Desk. Query the User for all relevant information concerning the call made or issue reported by the user. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Re-route misdirected Calls. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures. Provide status updates on Tickets to users. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. Able to make sound decisions and work with minimal supervision. Excellent interpersonal skills to foster cooperation among users, support teams and peers.
Apply now
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 227,000 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 March 2026 totaled $14.7 billion.