Senior Analyst English, Arabic, Microsoft Windows
HCLTech · Noida, Uttar Pradesh, India
Applications are made on HCLTech's own site. We never sit in the middle.
Job description
Senior Analyst - English, Arabic, Microsoft Windows India Senior Analyst - English, Arabic, Microsoft Windows Noida, Uttar Pradesh Job Summary Service Desk L1 Support (English) Key Responsibilities Incident & Request Management • Receive incidents and service requests via phone, email, chat, or ticketing tools. • Log, categorize, and prioritize tickets accurately. • Perform initial diagnosis and troubleshooting. • Resolve first-level issues where possible. • Update users on ticket status. • Ensure all tickets meet SLA requirements. • Follow up on pending tickets. • Escalate unresolved issues to L2/L3 teams with complete documentation. • Monitor assigned queues. • Identify priority and VIP incidents. • Escalate critical issues promptly. User Support • Password resets • Account unlocks • MFA issues • Application Issues • Basic Hardware / Network Troubleshooting • Guiding users through Resolution Steps Customer Service • Deliver professional and courteous support. • Manage user expectations. • Ensure high customer satisfaction (CSAT). Skill Requirements Operating Systems • Microsoft 365 • Active Directory • ServiceNow • Networking Basics • Remote Support Tools • Desktop/Laptop troubleshooting • Printer support • Peripheral device setup Other Requirements 24 X 7 Global Support (Call , Chat , Email , Portal, etc.)