Gautam Buddha Nagar, Uttar Pradesh
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.ITIL Foundation knowledge , Strong troubleshooting and analytical skills, ServiceNow or other ITSM tools, Reporting and performance analysis , Team mentoring and collaboration

Key Responsibilities

Subject Matter Expert for Service Desk processes and tools, support Service Desk teams in achieving SLA, KPI, CSAT, and operational targets, advanced troubleshooting and resolution for complex incidents and escalations, Provide training, mentoring,



and knowledge transfer to Service Desk analysts and leads

Skill Requirements

ITIL Foundation knowledge , Strong troubleshooting and analytical skills, ServiceNow or other ITSM tools, Reporting and performance analysis , Team mentoring and collaboration

Other Requirements

ITIL Foundation knowledge , Robust troubleshooting and analytical skills, ServiceNow or other ITSM tools, Reporting and performance analysis , Team mentoring and collaboration

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📌 Senior Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India