HCLTech Hiring Analyst (Noida) | Arabic & English Support

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), supporting a strong customer experience and operational excellence within the Support & Operations team.

Key Responsibilities

1. Provide Level 1 remote desktop support by diagnosing and resolving hardware, software and network issues over 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 through first call resolution and a low average handling time (AHT), while minimizing rejected resolutions and case reopenings.
4. Stay available and efficient when logging into support systems so customers get prompt assistance.
5. Keep work logs accurate, follow shift and escalation processes, and route complex issues to the right specialists or escalate to 2nd and 3rd level IT support when needed.
6. Take part in value-adding activities such as updating the knowledge base and building self-development skills to improve technical knowledge 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.