Senior Analyst - English, Arabic, Microsoft Windows

HCLTech
Apply Now ↗
📍 Gautam Buddha Nagar, India

About this role

Job Summary

Job Summary : Service Desk Queue Management & End-to-End (E2E) Incident Management


Job Description : Manage the service desk ticket queue, ensure SLA compliance, drive incident resolution from logging to closure, coordinate with support teams, and improve customer experience through effective ticket lifecycle management.

Key Responsibilities

Queue Management. • Monitor incident, service request, and escalation queues. • Prioritize tickets based on impact, urgency, and business criticality. • Ensure tickets are assigned to appropriate resolver groups. • Identify and address ticket backlogs. • Monitor aging tickets and take corrective actions. End-to-End Incident Management • Own incidents from creation to closure. • Track ticket progress across support teams. • Ensure timely updates are provided to users and stakeholders. • Coordinate with L1, L2, L3, Infrastructure, Application, and Vendor teams. SLA & KPI Management. • Monitor SLA adherence. • Escalate SLA breach risks proactively Track KPIs such as. • First Response Time (FRT) • Mean Time to Resolve (MTTR) • SLA Compliance % • Backlog Volume • Reopen Rate Reporting & Governance. • Generate daily, weekly, and monthly operational reports. • Analyse incident trends and recurring issues. • Support audits and compliance activities.

Skill Requirements

 ServiceNow • Incident Management • Reporting & Analytics • Excel • Power BI • ServiceNow Reporting • SLA Dashboard Creation • Written and verbal communication • Executive-level reporting • Coordination across global teams • Time Management

Other Requirements

Other Requirement : 24X7 Global Support 

Job Summary : Service Desk Queue Management & End-to-End (E2E) Incident Management

Frequently Asked Questions

Is the salary disclosed for the Senior Analyst - English, Arabic, Microsoft Windows position at HCLTech?
The salary for this Senior Analyst - English, Arabic, Microsoft Windows role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Analyst - English, Arabic, Microsoft Windows position at HCLTech located?
This Senior Analyst - English, Arabic, Microsoft Windows role at HCLTech is based in Gautam Buddha Nagar, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Analyst - English, Arabic, Microsoft Windows position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Analyst - English, Arabic, Microsoft Windows job at HCLTech posted?
This Senior Analyst - English, Arabic, Microsoft Windows position at HCLTech was posted on Aug 19, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Analyst - English, Arabic, Microsoft Windows
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.