Senior Analyst - English, Arabic, Microsoft Windows
Role Overview
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 Skills for This Role
Full Job Posting
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
- 1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Resolution. 2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions. 3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopen Cases. 4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence. 5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary. 6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.
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)
- Apply now
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.
About HCLTech
Supercharging progress through technology, engineering, and digital transformation.
Visit company websiteApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at HCLTech
SeniorAdministrator - Veritas NetBackup, Symantec Backup Exec (185733)
, UAE
DevOps Engineer
Dammam, KSA
HCLTech seeks a DevOps/SRE Engineer to build and operate mission-critical cloud-native systems for ODC and eUICC IoT Manager products. The role covers IaC, GitLab CI/CD, Kubernetes on GCP, monitoring, and 24/7 onsite ope
Google cloud platform GCP Administrator
, KSA
HCLTech seeks a senior GCP Administrator to architect, deploy, and operate large-scale cloud infrastructure on Google Cloud Platform. The role covers Terraform-based automation, Tier 3 troubleshooting, security and gover
Product Manager – Supply Chain Finance (SCF)
, KSA
HCLTech seeks a Product Manager to own Supply Chain Finance products end to end, including Reverse Factoring, Dynamic Discounting, Factoring, and PO Financing. The role leads Sharia-compliant SCF structures such as Murab
Tradenet Product Engineer
, UAE
HCLTech seeks a Tradenet Product Engineer with experience in trading and brokerage platforms. The role requires 5+ years of experience, knowledge of front-to-back brokerage architecture, OMS and FIX, and familiarity with
IT Change Manager
Riyadh, KSA
HCLTech seeks a configuration management specialist within IT Change Management to implement and maintain SAMA ITG configuration management and ServiceNow CMDB, Discovery, and Service Mapping. The role covers discovery s
Emirati Fresh IT Graduates (Any IT Graduates)!!! "Next generation Leaders"!!! Part of an Emiritazation initiative by HCLTech
, UAE
HCLTech is inviting Emirati candidates interested in building an IT career to connect about multiple L1 opportunities in Dubai and Abu Dhabi. The description provides no specific role duties or qualifications.
SRE Business Analyst
Toronto, CAN
HCLTech is seeking an experienced SRE Business Analyst to translate business and operational needs into clear requirements for technical delivery. Applicants need at least five years of business analysis experience, rele
SeniorAdministrator - Veritas NetBackup, Symantec Backup Exec (185733)
, UAE
DevOps Engineer
Dammam, KSA
Google cloud platform GCP Administrator
, KSA
Product Manager – Supply Chain Finance (SCF)
, KSA
Tradenet Product Engineer
, UAE
IT Change Manager
Riyadh, KSA
Emirati Fresh IT Graduates (Any IT Graduates)!!! "Next generation Leaders"!!! Part of an Emiritazation initiative by HCLTech
, UAE
SRE Business Analyst
Toronto, CAN