Senior Analyst English, Arabic, Microsoft Windows

Job description

Job Summary : Service Desk Queue Management & End-to-End (E2E) Incident Management Job Description : Manage the service desk ticket queue, ensure SLA compliance, drive incident resolution from logging to closure, coordinate with support teams, and improve customer experience through effective ticket lifecycle management. Key Responsibilities Queue Management. • Monitor incident, service request, and escalation queues. • Prioritize tickets based on impact, urgency, and business criticality. • Ensure tickets are assigned to appropriate resolver groups. • Identify and address ticket backlogs. • Monitor aging tickets and take corrective actions. End-to-End Incident Management • Own incidents from creation to closure. • Track ticket progress across support teams. • Ensure timely updates are provided to users and stakeholders. • Coordinate with L1, L2, L3, Infrastructure, Application, and Vendor teams. SLA & KPI Management. • Monitor SLA adherence. • Escalate SLA breach risks proactively Track KPIs such as. • First Response Time (FRT) • Mean Time to Resolve (MTTR) • SLA Compliance % • Backlog Volume • Reopen Rate Reporting & Governance. • Generate daily, weekly, and monthly operational reports. • Analyse incident trends and recurring issues. • Support audits and compliance activities. Skill Requirements ServiceNow • Incident Management • Reporting & Analytics • Excel • Power BI • ServiceNow Reporting • SLA Dashboard Creation • Written and verbal communication • Executive-level reporting • Coordination across global teams • Time Management Other Requirements Other Requirement : 24X7 Global Support Job Summary : Service Desk Queue Management & End-to-End (E2E) Incident Management Apply now 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. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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