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

Job Summary

The Level 1 Help Desk analyst is responsible for resolving incoming telephone/ chat requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analyst are subject to shift changes to adapt to the business needs of the Help Desk.

Key Responsibilities

First-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues. Issue Diagnosis & Troubleshooting: Troubleshoot and resolve common hardware, software, network, and printer issues. Ticket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system. Escalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists. Account Management: Perform routine administrative tasks like password resets, user provisioning, and access management.

Skill Requirements

Technical Knowledge: Strong understanding of operating systems (Windows, macOS), productivity suites, basic networking, and hardware setup. Customer Service: Exceptional interpersonal skills and the patience to deal with frustrated or non-technical users. Problem Solving: Ability to quickly assess a situation, identify the root cause, and apply an effective solution. Communication: Clear verbal and written communication for translating technical concepts into easy-to-follow steps

Other Requirements

NA

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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.