We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie Preferences

Reject All Cookies Accept All Cookies

Senior Analyst - English, Arabic, Microsoft Windows

India

Job Description

Senior Analyst - English, Arabic, Microsoft Windows

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Service Desk Language Agent Role code: SD Language L1 | Level 1 | Service Desk Services Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) English 24x7; other languages 8x5 (09:00-17:00 CET) Delivery centre Per language cohort - see Role Notes Languages BMC Helix ITSM · BMC Helix DWP · Agent Workspace ROLE PURPOSE Scope ref. Official local language of country served + English Annex 2 §4 · Attachment 2-A Scope Privileged point of contact between Users and the support chain for the assigned language cohort. Delivers Level 1 resolution through automation, scripts and documented procedures across all contracted channels, and owns each solicitation end to end regardless of the channel through which it arrives.

Key Responsibilities

KEY RESPONSIBILITIES - CONTRACTUAL SCOPE • Handle solicitations on all contracted channels - live chat, chatbot warm transfer, phone, kiosk, ticketing tool, self-service portal, event management and technical alert mails (§4.2.1). • Deliver Level 1 resolution via automation, scripts, execution of instructions and the Knowledge Base; apply only documented workarounds (§4.4.1). • Provide Level 1 application support strictly within validated procedures, knowledge articles and decision trees approved by the Client / AMS teams under the Shift-Left strategy (§4.4.2). • Qualify, enrich and route escalations with a complete Handover Package (Asset ID, User location, error logs) and completed L1 checklist to avoid misrouting rejection (CSL-18). • Apply the Persona approach and User contextual information - VIP status, assignment, site sensitivity, configuration - limiting verification with the User to what is strictly necessary (§4.2.2). • Own the solicitation end to end: routing, follow-up and chasing of Third Parties and support groups, with status communication to the User (§4.3, §3.12). • Record every solicitation in BMC Helix ITSM with correct category, Priority and Knowledge Article linkage; contribute recurring-issue feedback to knowledge enrichment and the Continuous Improvement Plan (§3.8, §3.11). • Trigger the Major Incident process immediately for P1/P2 candidates; comply with security, GDPR and real-time translation data-processing obligations (Annex DPA §4.1). CONTRACTUAL INDICATORS CARRIED BY THE ROLE REF INDICATOR REQUIREMENT REF CSL-15 Average speed to answer a £ 30 sec / 90% INDICATOR CSL-10 Abandon rate solicitation CSL-11 First time (




30 min) fix rate
60% REQUIREMENT £ 5% / 95% CSL-12 FCR excl. requested transfers CSL-13 First Contact Resolution - overall CSL-18 Misrouting rate
60%
90% CSL-16 User satisfaction (rating ‡ 4 of 5)
80%
80% CSL-1/5 P1 response & resolution trigger Requirements and targets as per Attachment 3-B Service Level Matrix; measurement windows per Attachment 2-A Scope. SKILLS & EXPERIENCE ESSENTIAL • 1-3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus professional English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 1-3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus qualified English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2 h • Exposure to Live Voice-to-Voice / real-time chat translation tooling. • Experience in a POD-based, persona-aware support model. • BMC Helix ITSM (or equivalent) ticket handling; ITIL Incident and Request workflows. • Windows 10/11 and Chrome workstations, Microsoft 365, Entra ID, Intune-managed endpoints, VPN and connectivity, printing, peripherals. • Disciplined ticket hygiene: categorisation, Priority, KB linkage, handover completeness. ROLE NOTES • A second supported language. Delivery centre is assigned by language cohort per Attachment 2-D Delivery Model §2.5.4: English - India; French/German Morocco; Spanish, Portuguese, Italian - Poland; Mandarin - Malaysia; Brazilian Portuguese, LATAM Spanish - Brazil. From Year 2 the transformed model applies Live Voice-to-Voice translation for all non-English languages

Other Requirements

Other Requirement : SD_English Only _L1

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

×

Cookie Consent Manager

When you visit any website,



it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Required Cookies

These cookies are required to use this website and can't be turned off.

Required Cookies

Show More Details

Required Cookies Provider Description Enabled
SAP as service provider

We use the following session cookies, which are all required to enable the website to function:

- "route" is used for session stickiness
- "careerSiteCompanyId" is used to send the request to the correct data center
- "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
- "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Cookies from provider SAPasserviceprovider are required and cannot be turned off

Functional Cookies

These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.

Consent to all Functional Cookies

Show More Details

Functional Cookies Provider Description Enabled
Vimeo

Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos.

Consent to cookies from provider Vimeo

YouTube

YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.

Consent to cookies from provider YouTube

Advertising Cookies

These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.

Consent to all Advertising Cookies

Show More Details

Advertising Cookies Provider Description Enabled
Google Analytics

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic.

Consent to cookies from provider GoogleAnalytics

Google Tag Manager

Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more.

Consent to cookies from provider GoogleTagManager

LinkedIn

LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.

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