Senior Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

The Senior Support Analyst plays a crucial role in delivering high-quality remote desktop support to clients, ensuring efficient troubleshooting and resolution of technical issues. This position emphasizes effective communication in both English and Arabic, adherence to service level agreements (SLA), and a commitment to exceptional customer satisfaction.

Key Responsibilities

 primary Subject Matter Expert for Service Desk processes and tools, Provide advanced troubleshooting and resolution for complex incidents and escalations, Support Service Desk teams in achieving SLA, KPI, CSAT, and operational targets. Participate in Major Incident Management and root cause analysis activities, Provide training, mentoring, and knowledge transfer to Service Desk analysts and leads, Assist with transition, transformation, and automation initiatives.

Skill Requirements

ITIL Foundation knowledge , incident, Request, Problem & Change Management, Strong troubleshooting and analytical skills, ServiceNow or other ITSM tools

Other Requirements

Service Desk SME with expertise in IT Service Management (ITSM), incident and escalation management
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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.