Senior Analyst - English, Arabic, Microsoft Windows

HCL Technologies Limited; Nagpur District; On-site; INR 600,000 - 900,000; Full time

Job summary

HCLTech in India is seeking a Senior Analyst to provide Level 1 remote desktop support in English and Arabic, diagnosing hardware, software, and network issues and ensuring SLA adherence.

The role emphasizes strong communication, ticketing systems familiarity, aiming for first contact resolution and high customer satisfaction while maintaining logs and escalating complex problems to higher IT support as needed.

Qualifications

• Proficient in English and Arabic with strong communication.
• Solid understanding of Windows operating systems.
• Experience with remote desktop support and ticketing systems.
• Good problem-solving skills and customer service focus.
• Basic networking concepts and troubleshooting methodologies.

Responsibilities

• Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues via phone, email, and chat.
• Uphold quality standards by monitoring voice and accent and ensuring regulatory compliance.
• Aim for first-call resolution and low average handling time while minimizing reopens.
• Maintain high availability and login efficiency to ensure prompt support.
• Update work logs and follow escalation processes for complex problems.
• Engage in knowledge base updates and self-development to enhance skills.

Skills

Bilingual English/Arabic

Windows OS

Remote Desktop Tools

Ticketing Systems

Customer Service

Networking Basics

Tools

ITIL Foundation

CompTIA A+

Job description

Senior Analyst - English, Arabic, Microsoft Windows

India

Nagpur, Maharashtra

Job Description

Job Summary

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.

Key Responsibilities

• 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.
• Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
• 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.
• Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
• Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.
• Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements

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

Other Requirements

• Itil Foundation Certification (Optional But Valuable).
• Comptia A+ Certification (Optional But Valuable)

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 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 2026totaled $14.8billion.