Associate

HCL Technologies; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global technology company is seeking a Support Analyst in Westminster, UK. The role involves providing efficient Level 1 remote desktop support to customers, ensuring timely resolution of technical issues in both Arabic and English. Key responsibilities include adherence to quality standards and maintaining high customer satisfaction. Proficiency in Windows and problem-solving are essential for success in this role. Candidates will also benefit from optional ITIL Foundation certification.

Qualifications

• Proficiency in Arabic and English for effective communication.
• Basic knowledge of Windows Operating Systems and troubleshooting.
• Familiarity with Remote Desktop Support Tools and Ticketing Systems.

Responsibilities

• Provide Level 1 Remote Desktop Support via various channels.
• Adhere to quality standards and compliance.
• Strive for a positive customer experience through resolutions.
• Maintain efficiency in logging into support systems.
• Update work logs accurately and follow escalation processes.
• Engage in updating the knowledge base and self-development.

Skills

Proficiency in Arabic

Proficiency in English

Basic knowledge of Windows Operating Systems

Problem-solving skills

Customer-centric approach

Tools

Remote Desktop Support Tools

Ticketing Systems

Job description

The Support Analyst will play a crucial role in delivering efficient Level 1 remote desktop support to customers, ensuring timely resolution of technical issues in both English and Arabic. This role emphasizes adherence to quality standards and service level agreements (SLAs), contributing to an exceptional customer experience and fostering operational excellence within the Support & Operations team.

Key Responsibilities

• 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed Sla For Ticket Volume And Resolution Time.
• 2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
• 3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.
• 4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
• 5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.
• 6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Qualifications

• 1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members
• 2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques
• 3. Familiarity With Remote Desktop Support Tools And Ticketing Systems
• 4. Strong Problem-Solving Skills And A Customer-Centric Approach
• 5. Ability To Follow Processes And Standards In A Structured Environment

Certification

• 1. Itil Foundation Certification Is Optional But Valuable For This Role.

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.