Shift Lead - English, Arabic, Microsoft Windows

HCL Technologies Limited; India; Presencial; INR 1.500.000 - 2.100.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking a Shift Lead to manage English, Arabic, and Microsoft Windows support operations. You will lead a team, coordinate with vendors, and ensure timely resolution of issues across the service desk.

The role requires strong English and Arabic communication, incident management, and documentation skills, with focus on stakeholder alignment and continuous service improvement.

Formación

• Excellent written and verbal English communication (B2)
• Experience in IT service desk or support environments
• Ability to coach and develop a team
• Strong understanding of service management best practices

Responsabilidades

• Coordinate and manage relationships with vendors and support staff for problem resolution
• Lead and coach the team, setting direction and performance expectations
• Understand and translate the service desk's strategic vision into actions
• Communicate effectively with stakeholders and advocate for required resources
• Provide Level 1 remote/phone support and documentation per SOPs

Conocimientos

Team leadership

Stakeholder communication

Incident management

Documentation

Herramientas

MS Office

MS Project

Visio

Descripción del empleo

Career Opportunities: Shift Lead - English, Arabic, Microsoft Windows (188634)

Requisition ID188634-Posted11/02/2026

Job Responsibilities

• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organisation’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Other Requirements

• Excellent communication and conversation skills (Verbal and Written), B2 level English communication skill
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL's value and its methodology