Senior Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Others, India

Skills: help desk technician, customer support, computer systems, mobile devices, technical issues, English, analytical skills, problem-solving skills, collaboration skills, interpersonal skills, organizational skills, time management skills

Job Summary
Job Role : Service Desk Agent
• At least two years' experience in an IT or BPO process supporting Technical Support or Customer support roles.
• Serving as the first point of contact for customers seeking technical assistance over the phone/Chat/email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Determining the best solution based on the issue and details provided by customers
• In-depth and current knowledge of computer programs and hardware.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Acts under guidance to record and track reliability data for your services

Skills Required
• Proven experience as a help desk technician or other customer support role
• Valuable understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

Key Responsibilities
Job Role : Service Desk Agent
• At least two years' experience in an IT or BPO process supporting Technical Support or Customer support roles.




• Serving as the first point of contact for customers seeking technical assistance over the phone/Chat/email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Determining the best solution based on the issue and details provided by customers
• In-depth and current knowledge of computer programs and hardware.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Acts under guidance to record and track reliability data for your services

Skill Requirements
Job Role : Service Desk Agent
• At least two years' experience in an IT or BPO process supporting Technical Support or Customer support roles.
• Serving as the first point of contact for customers seeking technical assistance over the phone/Chat/email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs




• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Determining the best solution based on the issue and details provided by customers
• In-depth and current knowledge of computer programs and hardware.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Acts under guidance to record and track reliability data for your services

Other Requirements
Job Role : Service Desk Agent
• At least two years' experience in an IT or BPO process supporting Technical Support or Customer support roles.
• Serving as the first point of contact for customers seeking technical assistance over the phone/Chat/email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Determining the best solution based on the issue and details provided by customers
• In-depth and current knowledge of computer programs and hardware.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Acts under guidance to record and track reliability data for your services

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