Overview
Job Summary
The Support Analyst will deliver efficient 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
- Provide Level 1 remote desktop support by diagnosing and resolving hardware, software, and network issues via telephone, email, and chat in Arabic and English, meeting the agreed SLA for ticket volume and resolution time.
- Follow quality standards, including voice and accent proficiency, technical monitoring, and compliance with regulatory requirements and company policies.
- Deliver a positive customer experience by achieving first call resolution and keeping average handling time (AHT) low, while minimizing rejected resolutions and case reopenings.
- Stay available and efficient when logging into support systems so customers get prompt assistance.
- Keep work logs accurate, follow shift and escalation processes, route complex issues to the right support specialists, and escalate to 2nd and 3rd level IT support when needed.
- Take on value-adding activities such as updating the knowledge base and building self-development skills to strengthen technical knowledge and service delivery.
Skill Requirements
- Proficiency in Arabic and English for effective communication with customers and team members.
- Basic knowledge of Windows operating systems and troubleshooting techniques.
- Familiarity with remote desktop support tools and ticketing systems.
- Strong problem-solving skills and a customer-centric approach.
- Ability to follow processes and standards in a structured environment.
Other Requirements
ITIL Foundation certification is optional but valuable for this role.
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HCLTech
HCLTech is a leading global technology company headquartered in Noida, India, providing a wide range of IT services and solutions to enterprises across industries. Founded in 1976, the company has grown into one of the largest multinational IT service providers, employing over 220,000 professionals in more than 60 countries. HCLTech's mission is to supercharge progress for its clients by delivering innovative digital, engineering, cloud, and AI-powered solutions that enable transformation and sustainable growth.
Renowned for its strong engineering heritage and customer-centric approach, HCLTech operates across sectors including financial services, manufacturing, life sciences, healthcare, retail, and telecommunications. The company has been recognized for its robust digital transformation capabilities and strategic partnerships with leading technology providers such as Microsoft, Google Cloud, and AWS. In recent years, HCLTech has reported significant revenue growth, expanded its global delivery network, and launched sustainability initiatives aimed at reducing carbon emissions and fostering inclusive workplaces.
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Websitehcltech.com