Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: Windows, macOS, Linux, network protocols, IT service management (ITSM) tools, customer service skills, problem-solving skills, analytical skills, ITIL Foundation Certification, Remote Desktop Support, ticketing systems

Job Summary
A Service Desk Agent, also known as a Help Desk Analyst or IT Support Specialist, is a front-line IT support professional who acts as the first point of contact for users, addressing their technical issues and providing solutions, while documenting and escalating issues as needed.
Here’s a more detailed breakdown of a Service Desk Agent’s job description:

Key Responsibilities:
• Handling Incoming Support Requests:
• Answer user inquiries via phone, email, chat, or in person.
• Document and categorize incoming requests, ensuring accurate tracking and resolution.
• Prioritize and manage incoming IT service requests.
• Troubleshooting and Problem Solving:
• Diagnose and resolve common technical issues, including software, hardware, and network problems.
• Provide explicit and concise instructions to users on how to resolve their issues.
• Escalate complex issues to higher-level support teams when necessary.
• User Support and Communication:
• Provide excellent customer service and build positive relationships with users.
• Maintain clear and consistent communication with users throughout the issue resolution process.
• Provide training and guidance to users on IT systems and procedures.
• Documentation and Knowledge Management:




• Maintain accurate records of all interactions and resolutions in a ticketing system.
• Contribute to the knowledge base by documenting solutions and best practices.
• Ensure that IT documentation is up-to-date and accurate.
• Other Duties:
• Assist with software installations, upgrades, and maintenance.
• Manage user accounts and access permissions.
• Monitor IT infrastructure and identify potential issues.
• Participate in the organization’s change management process.
• Stay up-to-date with the latest IT technologies and trends.
Skills and Qualifications:
• Technical Skills:
• Proficiency in troubleshooting common IT issues.
• Knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with network protocols and hardware.
• Experience with IT service management (ITSM) tools.
• Soft Skills:
• Excellent communication skills (written and verbal).
• Strong customer service skills.
• Problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Ability to handle stressful situations and maintain composure.
• Education and Experience:
• Associate’s or bachelor’s degree in IT or a related field is preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL) can be beneficial.




• Experience in a customer service or IT support role is often required.

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
1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems
4. Strong Problem-Solving Skills And A Customer-Centric Approach
5. Ability To Follow Processes And Standards In A Structured Environment
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role

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