Madurai, Tamil Nadu
Job Summary
This role provides essential oversight for shift operations, ensuring timely resolution of service requests and escalations within a Microsoft Windows workplace. The individual leverages in-depth Arabic and English language proficiency to support users, maintain operational reports, and facilitate accurate communication and documentation. They play a key part in upholding service quality, performing infrastructure management tasks, and supporting team effectiveness through analysis and clear knowledge sharing.
Key Responsibilities
1. Address and resolve service desk calls and chats using Microsoft Windows tools, ensuring compliance with agreed SLAs and clear communication in Arabic and English.
2. Maintain and update attendance, leave reports, shift rosters, and break schedules using Microsoft Excel and Windows-based applications for accurate shift management.
3. Perform basic infrastructure management and ad hoc analysis tasks within Microsoft Windows, supporting operational continuity and issue resolution.
4. Handle and resolve user escalations in Arabic and English, ensuring adherence to defined processes and quality standards.
5. Document incident resolutions, analyses,



and process updates in the knowledge base using Microsoft Word and SharePoint, and disseminate relevant information to the team.
6. Support customer satisfaction initiatives by monitoring feedback and implementing corrective actions using available Windows tools and communication platforms.
Skill Requirements
1. Solid proficiency in Microsoft Windows administration for service desk and shift management tasks.
2. Indepth knowledge of Arabic and English for effective communication, incident handling, and documentation.
3. Strong understanding of Microsoft Excel, Word, and SharePoint for reporting and knowledge management.
4. Solid analytical and problemsolving abilities for infrastructure and processrelated issues.
5. Familiarity with ITSM tools and ticketing systems in a Windows environment.
Other Requirements
1. Microsoft Certified: Modern Desktop Administrator Associate (optional but valuable)
2. Arabic language proficiency certification (optional but valuable)
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📌 Shift Lead - Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India