Senior Administrator English, Arabic, Microsoft Windows

Job description

Service Desk Language Specialist Role code: SD Language L2 | Level 2 | Service Desk Services – Remote Desktop Service Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) 24x7 (Level 2 Remote Desktop Service, all Sites) Delivery centre Per language cohort — see Role Notes Languages BMC Helix ITSM · Remote support · Intelligent Swarming ROLE PURPOSE Scope ref. Local language during 8h Site opening hours; English outside Annex 2 §4.4 · Attachment 2-A Scope Elevated remote resolution capability for the language cohort. Handles Level 2 Incidents requiring further analysis, maximises remote resolution before any transfer to Third Parties, and feeds resolved knowledge back into Level 1 to widen the shift-left footprint. Key Responsibilities KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Perform Level 2 resolution — Incidents requiring further analysis beyond scripted L1 procedures — within the scope set by Attachment 2-A (§4.4.1). • Deliver elevated Remote Desktop Support with deep-dive diagnostics; leverage Intelligent Swarming to bring L2/L3 technology experts into the resolution session rather than transferring the ticket. • Accept warm, contextual escalations from Level 1 and from the chatbot with full conversation context, avoiding re-qualification effort for the User. • Reduce transfers to Third Parties and internal support groups; where transfer is unavoidable, ensure the L1/L2 checklist and Handover Package are complete (CSL-14, CSL-18). • Author and maintain Knowledge Base articles, scripts and decision trees that migrate resolutions from L2 down to L1 under the Shift-Left model (§4.4.2, §3.8). • Support NOC-triggered Incidents requiring technical validation, and coordinate with onsite groups and OSS teams where primary checks are needed (§4.4.3). • Act as technical escalation point and coach for the Level 1 agents in the language cohort; participate in daily ticket analysis to identify L1 resolution candidates. • Supply recurring and critical Incident analysis into Problem Management, and improvement actions into the Continuous Improvement Plan (§3.9, §3.11). CONTRACTUAL INDICATORS CARRIED BY THE ROLE REF INDICATOR Skill Requirements SKILLS & EXPERIENCE ESSENTIAL • 3–6 years in remote desktop support or L2 end-user computing support. DESIRABLE > 80% • ITIL 4 Foundation; Microsoft 365 / Modern Desktop certification. • Native or C1 proficiency in the assigned language plus professional English. • Deep troubleshooting across Windows 10/11, macOS and mobile, Microsoft 365, Entra ID, Intune, Defender, VPN, printing and SmartHost. • Remote-control tooling and log/registry-level diagnostics; scripting literacy (PowerShell). • ITIL Incident, Problem and Knowledge practices in a multi-vendor environment. ROLE NOTES • Experience of swarming or expert-collective operating models. • Application L1/L2 support exposure under a Shift-Left / AMS model. • Knowledge article authoring experience. Level 2 resolution operates 24x7. Local-language coverage applies during eight hours of Site opening hours; outside that window the service is delivered in English. Delivery centres per Attachment 2-D §2.5.4: English – India; French/German – Morocco; Spanish, Portuguese, Italian – Poland; Mandarin – Malaysia; Brazilian Portuguese, LATAM Spanish – Brazil Other Requirements Other Requirement : SD_Language_L2; English Only 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. 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