Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: ITSM tools, ServiceNow, Jira, BMC Remedy, Remote Desktop Support, Itil Foundation Certification

Job Summary
1. First Point of Contact: Act as the primary contact for users when they encounter IT issues or requests (via chat)
2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.
3. Request Fulfillment: Handle service requests such as password resets, software installations, and access requests.
4. Communication Bridge: Serve as the liaison between users and IT teams.
5. Customer Support: Ensure a high level of customer satisfaction through qualified communication and timely resolutions.

Responsibilities
1. Respond to and Log Tickets:
o Use ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) to log and track incidents and service requests via chat
2. Troubleshoot Issues:
o Provide first-line investigation and diagnosis for hardware, software, network, and application issues.
3. Resolve or Escalate:
o Resolve issues within scope or escalate them to higher-level support teams when necessary.
4. Monitor and Follow Up:
o Keep users updated on the status of their tickets until resolution.
o Ensure SLAs are met.
5. Knowledge Management:
o Maintain and update knowledge base articles to help users with self-service.
6. User Access Management:
o Support tasks like account creation, password resets,



and permissions adjustments in line with security policies.
7. Report and Analysis:
o Assist in generating reports on ticket volumes, trends, and common issues.
8. Continuous Improvement:
o Identify recurring issues and suggest improvements to prevent future occurrences.

Key Responsibilities
1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed SLA For Ticket Volume And Resolution Time.
2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (AHT), Minimizing Rejected Resolutions And Case Reopenings.
4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level IT Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements
Service Desk Hindi & English

Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role

📌 Analyst English, Arabic, Microsoft Windows (Lucknow)
🏢 HCL Technologies
📍 Lucknow