Senior Analyst - English, Arabic, Microsoft Windows

Senior Analyst - English, Arabic, Microsoft Windows

Service Desk L1 agent, taking calls and chats onsite

Key Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Skill Requirements:

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Other Requirements:

• Serve as the first point of contact for users, logging and categorizing incidents/service requests while ensuring accurate documentation.
• Perform basic troubleshooting and first-level resolution for issues related to hardware, software, access, and network.
• Escalate unresolved or complex issues to L2/L3 teams while keeping users informed on status and SLAs.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.