Sr Analyst-English

HCL Technologies; City of Westminster; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global technology company in the City of Westminster is seeking a Senior Support Analyst to provide high-quality remote desktop support. This role requires effective communication in both Arabic and English while ensuring technical issues are resolved efficiently. The ideal candidate will have strong problem-solving skills, a solid understanding of Windows systems, and a commitment to customer satisfaction.

Qualifications

• Proficient in Arabic and English, with strong communication skills.
• Solid understanding of Windows operating systems and remote desktop support tools.
• Good problem-solving skills with a focus on customer service.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving issues.
• Update work logs diligently and follow escalation processes.
• Engage in value-adding activities for self-development.

Skills

Verbal and written communication in Arabic

Verbal and written communication in English

Problem-solving skills

Customer service focus

Tools

Windows operating systems

Remote desktop support tools

Ticketing systems

Job description

Overview

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.

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 reopened 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.

Qualifications

1. Sr Analyst-English, ARABIC, Windows, 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.

About the Company

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 are 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. We are focused on accelerating our ESG agenda and creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business to ensure progress is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.