Senior Analyst - English, Arabic, Microsoft Windows

HCL New Zealand Ltd.; New Zealand; On-site; NZD 60,000 - 100,000; Full time

Benefits offered by this job

ITIL Foundation (Optional)

CompTIA A+ (Optional)

Job summary

HCL New Zealand Ltd. is seeking a Senior Support Analyst to deliver high-quality remote desktop support in English and Arabic. The role emphasizes SLA adherence, strong communication, and customer satisfaction while addressing hardware, software, and network issues.

Responsibilities include ensuring first call resolution, maintaining low AHT, and escalating complex problems to senior IT staff as needed. Optional IT certifications add value.

Qualifications

• Proficient in Arabic and English with strong verbal and written communication.
• Solid understanding of Windows operating systems and remote desktop support tools.
• Familiar 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.

Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues via phone, email, and chat, ensuring SLA adherence.
• Monitor voice and accent, ensuring compliance with regulatory requirements and company policies.
• Achieve first call resolution and maintain low average handling time while minimizing reopens and rejected resolutions.
• Maintain high availability and login efficiency to ensure prompt support for customers.
• Update work logs diligently and follow escalation processes to route complex problems to higher-level IT support teams.
• Engage in knowledge base updates and self-development initiatives to enhance professional skills.

Skills

Arabic & English

Windows OS

Remote Desktop Tools

Ticketing Systems

Problem Solving

Networking Basics

Tools

Remote Desktop Tools

Job description

Career Opportunities: Senior Analyst - English, Arabic, Microsoft Windows (182852)

Requisition ID182852-Posted10/26/2026

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

1. 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. 2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
3. 3. 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.
4. 4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
5. 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. 6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements

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

Other Requirements

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