Senior Analyst - English, Arabic, Microsoft Windows

Lucknow, Uttar Pradesh

Job Summary

The Senior Support Analyst plays a crucial role in delivering high-quality remote desktop support to clients, ensuring efficient troubleshooting and resolution of technical issues. This position emphasizes effective communication in both English and Arabic, adherence to service level agreements (SLA), and a commitment to exceptional customer satisfaction.

Key Responsibilities

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

Skill Requirements

1. Proficient In Arabic And English, With Strong 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 (India)
🏢 HCLTech
📍 India