Senior Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Chennai, Tamil Nadu

Job Summary

  • Handle incoming incidents and service requests from end users through phone, email, chat, and self-service portals.
  • Provide first-level troubleshooting and resolution for common IT issues within defined SLAs.
  • Provide Level 1 technical support through phone, email, chat, and remote support tools.
  • Log, categorize, prioritize, track, and manage incidents using ServiceNow or other ITSM tools.
  • Troubleshoot and resolve basic issues related to Microsoft Windows 10/11 and Microsoft Office 365.
  • Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
  • Perform initial troubleshooting for Citrix Virtual Apps & Desktops issues, including login errors, session launch issues, and application access problems, and escalate if required.
  • Support VPN connectivity issues, including basic authentication failures, MFA-related issues, and remote access troubleshooting.
  • Diagnose and resolve basic Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, and remote application access problems.
  • Perform preliminary troubleshooting of system performance issues, including slow boot times, high CPU/RAM usage, disk space concerns, and application slowness.
  • Perform basic Active Directory user administration, including password resets, account unlocks, user account creation, and access requests.
  • Assist users with client-side software installation, configuration, and update-related issues.
  • Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
  • Configure and support desktops, laptops, peripherals, and remote users.
  • Escalate unresolved or complex incidents to Level 2 support teams as required.
  • Document troubleshooting steps, known issues, and resolutions in the knowledge base.
  • Ensure compliance with ITIL processes, SOPs, and security policies.
  • Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
  • Drive customer satisfaction by providing quality support, improving First Contact Resolution (FCR), and minimizing ticket reopen rates

Key Responsibilities

Key Skills

  • Service Desk L1 / IT Help Desk Support
  • ServiceNow or Other ITSM Tools
  • Microsoft Office 365 & Outlook
  • Basic Active Directory Administration
  • Microsoft Teams & OneDrive Support
  • Basic Citrix Support
  • Basic VPN Support
  • Remote Desktop Services (RDS)
  • Windows 10/11 Administration
  • Basic System Performance Troubleshooting
  • Basic Networking (DNS, DHCP, TCP/IP)
  • Remote Desktop Support
  • Incident & Request Management
  • ITIL Foundation (Preferred)
  • Excellent Communication and Customer Support Skills
  • Hardware & Software Troubleshooting
  • Knowledge Base Documentation
  • SLA Management & Customer Service Excellence

Skill Requirements

Skill Required :
Service Desk English language 

Other Requirements
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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.