Senior Analyst - English, Arabic, Microsoft Windows

Lucknow, Uttar Pradesh

Job Summary

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Key Responsibilities

The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives.
Incident & Request Management Act as the first point of contact for users via phone, email, chat, and self-service portals. Log, classify, prioritize, and resolve incidents and service requests accurately. Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues. Monitor ticket queues to ensure SLA compliance and timely resolution. Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure. Handle Major Incident communications and business escalations when required. [Employee C...1 agent JD | Word], [ Hiring...proactive | Viva Engage], [Incident M...escription | Word] Technical Support Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms. Perform password resets, account unlocks, software installations, and permission management. Diagnose network connectivity, printer, and endpoint-related issues.



Utilize ITSM tools such as ServiceNow for ticket management and reporting. [Service_De...quirements | Word], [ Hiring

Skill Requirements

Technical Skills Windows 10/11 Administration Microsoft 365 / Outlook Active Directory & Azure AD ServiceNow or similar ITSM tools VPN & Remote Access Support Basic Networking (TCP/IP, DNS, DHCP) Remote Support Tools Incident, Problem & Change Management awareness Soft Skills Excellent verbal and written communication Solid customer service orientation Analytical and problem-solving abilities Leadership and mentoring capability Time management and multitasking Stakeholder management and escalation handling

Experience 4–7 years of experience in IT Service Desk / Technical Support. Experience handling priority incidents and business-critical users. Working knowledge of ITIL processes preferred. Qualifications Bachelor's degree in Computer Science, Information Technology, or relevant field. ITIL Foundation Certification preferred. ServiceNow certification is an added advantage
Key Performance Indicators (KPIs)\\r\\n\\r\\nSLA Compliance\\r\\nFirst Call Resolution (FCR)\\r\\nAverage Resolution Time\\r\\nCustomer Satisfaction (CSAT)\\r\\nTicket Backlog Management\\r\\nKnowledge Base Contribution\\r\\nEscalation Reduction Rate

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Comptia A+ Certification (Optional But Valuable)

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