Senior Analyst - English, Arabic, Microsoft Windows
India
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Job Description
Senior Analyst - English, Arabic, Microsoft Windows
Noida, Uttar Pradesh

Job Summary

Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner\\r\\n Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled\\r\\n Providing first level support on Desktops, Peripherals, and Office automation products.\\r\\n Troubleshooting Applications and Operating Systems, VPN, Active Directory\\r\\n Conduct Anti-Virus updates / workstation scans as per EPO reports\\r\\n Providing First-Call Resolution to issues faced by end users (Incidents)\\r\\no Customer engagement over phone & help resolve incidents over phone\\r\\n Execution of Service Requests (which can be catered to remotely)\\r\\n Route/Assign tickets to the appropriate support group, if necessary.\\r\\n Identifying and escalating high-severity, priority issues \\r\\n Updating Pending Tickets with timely, precise, accurate updates\\r\\n Research/looking-up required information from available resources to handle end user issues, requests or queries\\r\\n Following-up with end users, if necessary, for closure of pending tickets\\r\\n Following-up with other support groups, if necessary, for closure of pending tickets (tracking of ageing tickets)\\r\\n Following-up with end-users for providing C-SAT feedbacks \\r\\n Creating and Uploading KB Articles in the Knowledgebase\\r\\n Adhering to defined Service Levels\\r\\n Adhering to established policies & procedures of the Service Desk and the Client organization (BACI)\\r\\n Producing reports as required by the Service Desk Manager, from time to time.\\r\\n

Key Responsibilities

NA

Skill Requirements

 Should be a graduate\\r\\n Should have around 7-12 Years of IT Exposure \\r\\n Should have experience in troubleshooting the Desktop, Laptops, & Peripherals\\r\\n Should be able to troubleshoot on Standard Applications, Windows Operating System and proprietary applications for which Knowledge articles are available etc.\\r\\n Should have good inter-personal and communication skills with the ability to deal with users at all levels in an organization \\r\\n• Customer Service Soft Skills - Active listening, Taking Ownership, Treating the customer with courtesy. Demonstrate respect for the customer and professionalism.\\r\\n\\r\\n Proactive thinking\\r\\n Ability to meet deadlines and work well under pressure\\r\\n

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 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.