Senior Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Arabic, English, Windows Operating Systems, Remote Desktop Support, Ticketing Systems, Service Desk Operations, Problem-Solving, Customer Service, Networking Concepts, ITIL Foundation Certification, CompTIA A+ Certification

Job Summary
Service Desk Agent – L1- English Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW. Responsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned period Follow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents. Ownership of the ticket until support taken L2rnRouting / chasing of tickets with other resolver groups. Identifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation .Creating child tickets and tagging them with Parent ticket. Gather information about the latest updates on the high severity incident and convey the same to the customer Callback the user and confirm resolution (wherever applicable)Ownership of the ticket until support taken from L2rnProactive queue management VIP call handling Should have how to experience on Exchange, Network and Intune Should be well versed with Windows 10/11Should be excellent in Communication Skills. CEFR Grade B2 with Spoken score above 55

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 Solid 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).

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