Senior Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Noida, India

Skills: English, Arabic, Microsoft Windows, MS Office, O365, Outlook, Teams, VPN, ITSM, ServiceNow, ITIL

Job Summary
The IT Service Desk Analyst is responsible for providing 24x7 first-level IT support to end users through voice-based interactions, ensuring timely resolution of incidents, service requests, and user queries. The role requires robust spoken English communication skills, customer orientation, and the ability to work in a rotational shift model supporting global users.

Key Responsibilities
Provide 24x7 voice-based IT support to end users across global locations
Act as the first point of contact (L1) for IT incidents and service requests
Diagnose and resolve issues related to:
• End-user computing (Windows, laptops/desktops)
• MS Office / O365
• Outlook,



Teams, VPN, collaboration tools
• Basic network connectivity issues

Accurately log, track, update, and close tickets in the ITSM tool (e.g., ServiceNow)
Follow ITIL-based processes for Incident, Request, and Knowledge Management
Perform initial troubleshooting and provide resolution within defined SLAs
Escalate unresolved or complex issues to L2/L3 teams with complete documentation
Provide explicit, courteous, and qualified communication to users at all times
Adhere to defined SOPs, shift schedules, and compliance requirements
Participate in knowledge updates, call quality checks, and continuous improvement initiatives
Skill Requirements
L1
Other Requirements
ITSD / GAM

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