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

 Responsibilities :- \\\\r\\\\n· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\\\\r\\\\n· Route problems to internal 2nd and 3rd level IT support staff.\\\\r\\\\n· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\\\\r\\\\n· Administer and provide User account provisioning.\\\\r\\\\n· Use the Incident Management System to document and manage problems and work requests and their respective resolution\\\\r\\\\n. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate \\\\r\\\\n support teams and follow up until closure. \\\\r\\\\n. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, \\\\r\\\\n and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs\\\\r\\\\n. Perform user account management activities \\\\r\\\\n Escalate complex problem to appropriate support specialists\\\\r\\\\n Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\\\\r\\\\n presentation graphics, database management systems, electronic mail, and communications)\\\\r\\\\n. Troubleshoot client software and basic network connectivity problems\\\\r\\\\n. Identify, evaluate and prioritize customer problems and complaints\\\\r\\\\n. May train users and operators on a limited basis and/or may write training procedures\\\\r\\\\n. Participate in on-going training and departmental development\\\\r\\\\n. Routine maintenance updates with other IT staff and business units\\\\r\\\\n. Provide all required documentation including standards, configurations and diagrams\\\\r\\\\n. Provide knowledge transfer of EUC operations \\\\r\\\\n 

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Resolution.
2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopen Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements

1. Proficient In Arabic And English, With Strong Verbal And Written Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills With A Focus On Customer Service.
5. Basic Knowledge Of Networking Concepts And Troubleshooting Methodologies.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Comptia A+ Certification (Optional But Valuable)
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.