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

Job Summary

The L1 Service Desk Analyst is the first point of contact for end users, responsible for initial incident handling, service request fulfillment, and proper routing/escalation within defined SLA and scope boundaries.L1 reps handling Service Desk calls

Key Responsibilities

1. Incident & Request HandlingReceive user contacts via voice, chat, and email.Log, categorize, prioritize, and document incidents and service requests in the ITSM tool (commonly ServiceNow).Validate impact and urgency based on P1 / P2 criteria and defined playbooks.Perform basic (L1) troubleshooting using knowledge articles and SOPs.Ensure proper resolution or timely escalation to L2/L3 when required.

Skill Requirements

DFS CU-DW-Speciality Desk- Sp Desk

Other Requirements

DFS CU-DW-Speciality Desk- Sp Desk
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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 223,000 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 June 2026 totaled $14.8 billion.