Senior Analyst - English, Arabic, Microsoft Windows

HCL Technologies Limited; Dadri; Remote; INR 350,000 - 550,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Analyst to join our Service Desk in Noida, UP. The role focuses on English-language L1 support, handling incidents, requests, and basic troubleshooting for Windows environments.

You will assist users via phone, email, chat, or portal, log and track tickets, ensure SLA adherence, and escalate complex issues to L2/L3 teams with thorough documentation. A strong customer-service mindset is essential.

Qualifications

• Experience in service desk or IT support environments.
• Strong customer-facing communication.
• Willingness to provide 24x7 global support.

Responsibilities

• Log, categorize, and prioritize tickets accurately.
• Perform initial diagnosis and troubleshooting.
• Resolve first-level issues where possible.
• Update users on ticket status and SLA compliance.
• Escalate unresolved issues to L2/L3 with documentation.
• Monitor assigned queues and identify priority incidents.
• Provide password resets, MFA issues, and account unlocks.

Skills

Operating Systems

Microsoft 365

Active Directory

ServiceNow

Networking Basics

Remote Support Tools

Desktop/Laptop troubleshooting

Printer support

Peripheral device setup

Job description

Senior Analyst - English, Arabic, Microsoft Windows

India

Noida, Uttar Pradesh

Job Summary

Service Desk L1 Support (English)

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

24 X 7 Global Support (Call , Chat , 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 230,000 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 September2026totaled $14.8billion.