HCLTech is Hiring Analyst - English, Arabic (Lucknow)

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), helping to provide 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, regulatory requirements and company policies.
3. Work toward a positive customer experience by achieving first call resolution and keeping average handling time (AHT) low, while reducing rejected resolutions and case reopenings.
4. Stay available and log in efficiently 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 specialists or to 2nd and 3rd level IT support when needed.
6. Contribute to activities such as updating the knowledge base and building your own technical and service skills.