HCLTech Hiring Analyst in Lucknow | Arabic & English Support

Job Summary

The analyst acts as the first point of contact for users who face IT issues or requests through chat. The role logs, categorizes, prioritizes and resolves or escalates incidents, handles service requests such as password resets, software installations and access requests, and acts as the liaison between users and IT teams.

Responsibilities

• Respond and log tickets: Use ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) to log and track incidents and service requests raised via chat.
• Troubleshoot issues: Provide first-line investigation and diagnosis for hardware, software, network and application issues.
• Resolve or escalate: Resolve issues within scope or escalate them to higher-level support teams when necessary.
• Monitor and follow up: Keep users updated on ticket status until resolution and ensure SLAs are met.
• Knowledge management: Maintain and update knowledge base articles to support self-service.
• User access management: Handle account creation, password resets and permission changes in line with security policies.
• Reporting and analysis: Help generate reports on ticket volumes, trends and common issues.
• Continuous improvement: Identify recurring issues and suggest changes to prevent them from happening again.

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.
• Adhere to 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, keeping average handling time low, and minimizing rejected resolutions and case reopenings.
• Maintain high availability and efficiency when logging in to support systems so customers get prompt assistance.
• Update work logs accurately, follow shift and escalation processes, and route complex issues to the right specialists or to 2nd and 3rd level IT support.
• Take part in value-adding activities such as updating the knowledge base and building technical skills to improve service delivery.

Other Requirements

ITIL Foundation certification is optional but valuable for this role.