Senior Analyst - English, Arabic, Microsoft Windows
United States
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Others, North Carolina

Job Summary

ct as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment

Key Responsibilities

Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment

Skill Requirements

 Experience with handling IT calls

Other Requirements

US Citizen only
Maximum Salary (US):  48000
Minimum Salary (US):  46000
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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. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.