Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Thiruvananthapuram, India

Skills: Arabic, English, Windows Operating Systems, Remote Desktop Support Tools, Ticketing Systems, Problem-Solving Skills, Customer-Centric Approach, ITIL Foundation Certification

Job Summary
Summary To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities
• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.

Key Responsibilities
• 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.




• Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
• Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (AHT), Minimizing Rejected Resolutions And Case Reopenings.
• Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
• 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.
• 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
• Proficiency In Arabic And English For Effective Communication With Customers And Team Members.
• Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
• Familiarity With Remote Desktop Support Tools And Ticketing Systems.
• Solid Problem-Solving Skills And A Customer-Centric Approach.
• Ability To Follow Processes And Standards In A Structured Environment.

Other Requirements
• ITIL Foundation Certification Is Optional But Valuable For This Role.

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