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Senior Analyst - English, Arabic, Microsoft Windows

India

Job Description

Senior Analyst - English, Arabic, Microsoft Windows

Chennai, Tamil Nadu

Job Summary

: Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end usersrn• Route problems to internal 2nd and 3rd level IT support staff.rn• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.rn• Administer and provide User account provisioning.rn• 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 SOPsrn• Perform user account management activitiesrn• Should have hands on experience windows based client operating systems like windows 7, vista, XPrn• Knowledge on server, Network, storage and other IT Infrastructure devicesrn• Knowledge of Active directory, exchangern• Knowledge in ITSM tools like service now, Remedy and etc.rn• In depth Knowledge on MS office suitrn• Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.rn• Support knowledge on laptop, desktop, printers PDA, blackberryrn• Escalate complex problem to appropriate support specialistsrn• 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)rn• Troubleshoot client software and basic network connectivity problemsrn• Identify, evaluate and prioritize customer problems and complaintsrn• May train users and operators on a limited basis and/or may write training proceduresrn• Participate in on-going training and departmental developmentrn• Routine maintenance updates with other IT staff and business unitsrn• Provide all required documentation including standards, configurations and diagramsrn• Provide knowledge transfer of EUC operationsrn• Should have robust verbal / written communication.rn• Should have very good knowledge in English.rn• Excellent interpersonal skills with the ability to influence both I.T. and the businessrn

Key Responsibilities

Incident managementrn• Providing, Phone, email and chat support to end usersrn• User access managementrn• Documenting the issue,



resolution and maintaining the Knowledgebasern• Creating and maintaining the knowledgebase about the issues that they are handling.rn• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate rn• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.rn• Vendor Managementrn• Support and document Installations, moves, adds, and changes (IMACs)rn• Metrics and reportingrn• Should be able to work in an on-site/off-shore model - ensuring seamless communication with the offshore team to achieve service Levelsrn• Able to work well with little direction and in a team atmospherern• Ability to triage effectively under pressurern

Skill Requirements

Having knowledge on Service Desk operations and technical is mandatoryrnTo adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.rnTo ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.rnTo maintain high login Efficiency (Availability) for customers.rnTo provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.rnTo update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.rnWork on value adding activities such Knowledge base update & self-development.rn

Other Requirements

1. Microsoft Certified: Windows Client (Optional but valuable)rn2. ITIL Foundation Certification (Optional but valuable

1. Microsoft Certified: Windows Client (Optional but valuable)

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Senior Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India