Senior Analyst English, Arabic, Microsoft Windows

Job description

Senior Analyst - English, Arabic, Microsoft Windows India Senior Analyst - English, Arabic, Microsoft Windows Lucknow, Uttar Pradesh Job Summary The Service Desk Agent will provide voice and non-voice technical support to end users in a global environment. The role includes handling incidents and service requests, troubleshooting common IT issues, and ensuring timely resolution while delivering a professional customer experience. The position serves as the first point of contact for users and supports high customer satisfaction through clear communication, structured troubleshooting, accurate documentation, and effective issue ownership. Key Responsibilities : Provide voice and non-voice technical support to end users in a global or international environment. Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests in line with defined service levels. Troubleshoot issues related to Windows operating systems, Microsoft Outlook, internet connectivity, and basic networking. Provide first-level support for desktops, laptops, PCs, and standard peripheral devices. Guide users through troubleshooting steps and provide clear online technical resolutions. Escalate unresolved or complex issues to the appropriate support team and follow up through closure. Document user interactions, troubleshooting activities, resolutions, and updates accurately in the ticketing system. Maintain professionalism, customer focus, and effective communication across every interaction. Collaborate with global support teams to support seamless service delivery. Adhere to applicable IT service management processes, information security requirements, and support procedures.