HCLTech Hiring Analyst (Chennai) | Level 1 Remote Desktop Support

Job Summary

The Support Analyst will deliver Level 1 remote desktop support to customers, resolving technical issues in both English and Arabic. The role focuses on meeting quality standards and service level agreements (SLAs) while supporting a strong customer experience within the Support & Operations team.

Key Responsibilities

1. Provide Level 1 remote desktop support by diagnosing and resolving hardware, software and network issues by telephone, email and chat in Arabic and English, meeting the agreed SLA for ticket volume and resolution time.
2. Follow quality standards, including voice and accent proficiency, technical monitoring and compliance with regulatory requirements and company policies.
3. Deliver a positive customer experience by achieving first call resolution, keeping average handling time (AHT) low, and minimizing rejected resolutions and case reopenings.
4. Stay available and efficient when logging in to support systems so customers get prompt assistance.
5. Keep work logs accurate, follow shift and escalation processes, and route complex issues to the right support specialists or escalate to 2nd and 3rd level IT support as needed.
6. Take part in value-adding activities such as updating the knowledge base and pursuing self-development to build technical skills and service delivery.

Skill Requirements

1. Proficiency in Arabic and English for effective communication with customers and team members.
2. Basic knowledge of Windows operating systems and troubleshooting techniques.
3. Familiarity with remote desktop support tools and ticketing systems.
4. Strong problem-solving skills and a customer-centric approach.
5. Ability to follow processes and standards in a structured environment.

Other Requirements

ITIL Foundation certification is optional but valuable for this role.