Analyst - English, Arabic, Microsoft Windows

HCL Technologies Limited; Madurai District; On-site; INR 300,000 - 450,000; Full time

Job summary

HCL Technologies Limited in Madurai, Tamil Nadu, India seeks a Service Desk L1 Analyst to provide first-line IT support in English and Arabic. The role emphasizes logging, basic troubleshooting, and SLA-driven incident resolution for Microsoft Windows environments.

You will handle user requests via phone, email, chat, and portal, ensuring professional service, timely updates, and escalation when needed in a fast-paced, 24x7 global support context.

Qualifications

• Experience supporting Windows environments in a service desk setup.
• Knowledge of incident logging, categorization, and SLA adherence.
• Familiarity with ticketing tools and remote assistance techniques.

Responsibilities

• Log, categorize, and prioritize tickets accurately.
• Troubleshoot basic incidents and resolve first-level issues.
• Escalate complex tickets to L2/L3 with full documentation.

Skills

Operating Systems

Microsoft 365

Active Directory

ServiceNow

Networking Basics

Remote Support

Desktop Troubleshooting

Laptop Troubleshooting

Printer Support

Peripheral Setup

Tools

Microsoft Windows

Job description

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

Job Summary

Job Summary : Service Desk L1 (English)

Job Description : A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.

Key Responsibilities

• Incident & Request Management
  • Receive incidents and service requests via phone, email, chat, or ticketing tools.
  • Log, categorize, and prioritize tickets accurately.
  • Perform initial diagnosis and troubleshooting.
  • Resolve first-level issues where possible.
  • Update users on ticket status.
  • Ensure all tickets meet SLA requirements.
  • Follow up on pending tickets.
  • Escalate unresolved issues to L2/L3 teams with complete documentation.
  • Monitor assigned queues.
  • Identify priority and VIP incidents.
  • Escalate critical issues promptly.
• User Support
  • Password resets
  • Account unlocks
  • MFA issues
  • Application Issues
  • Basic Hardware / Network Troubleshooting
  • Guiding users through Resolution Steps
• Customer Service
  • Deliver professional and courteous support.
  • Manage user expectations.
  • Ensure high customer satisfaction (CSAT).

Skill Requirements

• Operating Systems
• Microsoft 365
• Active Directory
• ServiceNow
• Networking Basics
• Remote Support Tools
• Desktop/Laptop troubleshooting
• Printer support
• Peripheral device setup

Other Requirements

Other Requirement : 24 X 7 Global Support across calls, chats, Email, Portal etc.

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 $14.8billion.