Senior Analyst - English, Arabic, Microsoft Windows

HCL Technologies Limited; Taguig; Remote; PHP 500,000 - 800,000; Full time

Job summary

HCL Technologies Limited is seeking a Senior Analyst for English and Arabic Remote Desktop Support. The role emphasizes fast issue resolution via phone, email, and chat, with strong adherence to SLAs and customer satisfaction.

Responsibilities include maintaining logs, escalating complex problems, and contributing to knowledge base updates while pursuing ongoing professional development.

Qualifications

• Fluent in English and Arabic with strong 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 customer-service focus.
• 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 telephone, email, and chat, ensuring SLA adherence.
• Uphold quality standards by monitoring voice and accent, ensuring regulatory compliance and company policies in all interactions.
• Enhance customer experience by achieving first call resolution and maintaining a low average handling time (AHT).
• 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 as necessary.
• Engage in knowledge base updates and pursue self-development initiatives to enhance professional skills.

Skills

Bilingual Arabic-English

Windows OS

Remote desktop tools

Ticketing systems

Problem solving

Education

ITIL Foundation Certification

CompTIA A+ Certification

Job description

Career Opportunities: Senior Analyst - English, Arabic, Microsoft Windows (182862)

Requisition ID182862-Posted10/22/2026

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

Skill Requirements

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

Other Requirements

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