Senior Analyst - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Windows Operating systems, Active Directory, Office 365, ITSM Systems, ServiceNow, Remedy, Remote desktop connectivity applications, Arabic, English, Ticketing Systems, Customer Service, Networking Concepts, Itil Foundation Certification, Comptia A+ Certification

Job Summary
Position: Service Desk Analyst
Job Description: Position would be to provide Service Desk Support.

General Description
Responsibilities: - Provide hardware / software / application/ network problem diagnosis / resolution via telephone/email/chat for customer’s end users

• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Performing Account unlock & Password resets for various domains with proper validation.
• Provide good quality of service which helps to increase the customer experience and Customer satisfaction.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
• Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis,



and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Meeting the SLA & KPI targets provided by the Customer.
• Routine maintenance updates with other IT staff and business units.

Technical Requirements
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems.
• Knowledge of Active Directory, Office 365.
• Prior experience of working on ITSM Systems like ServiceNow, Remedy etc.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, BKey Responsibilities.
• Hands on exp. in handling US customers with Call support.
• Service Desk support with good communication towards 24 hrs support for Calls & chat.

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 (Chennai)
🏢 HCL Technologies
📍 Chennai