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

Job Summary

We are seeking a customer-focused and technically skilled Service Desk L1 Analyst to provide first-level IT support to end users. The candidate will be responsible for handling incidents, service requests, and troubleshooting basic hardware, software, network, and application issues while ensuring adherence to service level agreements (SLAs).



Key Responsibilities

Act as the first point of contact for IT-related issues via phone, email, chat, or ticketing tools. Log, categorize, prioritize, and track incidents and service requests. Provide Level 1 troubleshooting for: Windows operating systems Microsoft Office/Microsoft 365 applications Email and Outlook issues Printers and peripherals VPN connectivity Password resets and account unlocks Basic network connectivity issues Perform remote support and guide users through problem-resolution steps. Escalate unresolved incidents to L2/L3 support teams following defined procedures. Maintain accurate documentation of incidents, resolutions, and knowledge articles. Ensure compliance with SLA and quality standards.

Skill Requirements

Knowledge of Windows 10/11 and Microsoft Office 365. Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Familiarity with Active Directory and user account management. Experience with ITSM/Ticketing tools such as ServiceNow, Jira Service Management, or Remedy.

Other Requirements

Knowledge of Windows 10/11 and Microsoft Office 365. Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Familiarity with Active Directory and user account management. Experience with ITSM/Ticketing tools such as ServiceNow, Jira Service Management, or Remedy. rrectly for resolution.

Job Description : Act as the first point of contact for IT-related issues via phone, email, chat, or ticketing tools.\\\\r\\\\nLog, categorize, prioritize, and track incidents and service requests.\\\\r\\\\nProvide Level 1 troubleshooting for:\\\\r\\\\nWindows operating systems\\\\r\\\\nMicrosoft Office/Microsoft 365 applications\\\\r\\\\nEmail and Outlook issues\\\\r\\\\nPrinters and peripherals\\\\r\\\\nVPN connectivity\\\\r\\\\nPassword resets and account unlocks\\\\r\\\\nBasic network connectivity issues\\\\r\\\\nPerform remote support and guide users through problem-resolution steps.\\\\r\\\\nEscalate unresolved incidents to L2/L3 support teams following defined procedures.\\\\r\\\\nMaintain accurate documentation of incidents, resolutions, and knowledge articles.\\\\r\\\\nEnsure compliance with SLA and quality standards. 
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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.