Senior Analyst - English, Arabic, Microsoft Windows

HCLTech
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📍 Madurai, India

About this role

Job Summary

Job Description : A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.
 
Job Summary : Service Desk L1

 

Key Responsibilities

Job Responsibilities : Incident & Request Management • Receive incidents and service requests via phone, email, chat, or ticketing tools. • Log, categorize, and prioritize tickets accurately. • Perform initial diagnosis and troubleshooting. • Resolve first-level issues where possible. • Update users on ticket status. • Ensure all tickets meet SLA requirements. • Follow up on pending tickets. • Escalate unresolved issues to L2/L3 teams with complete documentation. • Monitor assigned queues. • Identify priority and VIP incidents. • Escalate critical issues promptly. User Support • Password resets • Account unlocks • MFA issues • Application Issues • Basic Hardware / Network Troubleshooting • Guiding users through Resolution Steps Customer Service • Deliver professional and courteous support. • Manage user expectations. • Ensure high customer satisfaction (CSAT).

Skill Requirements

Skill Requirement : • Operating Systems • Microsoft 365 • Active Directory • ServiceNow • Networking Basics • Remote Support Tools • Desktop/Laptop troubleshooting • Printer support • Peripheral device setup

Other Requirements

Other Requirement : Excellent Communication Skill Calls / Chat / Email / Poral Ticket volume handling skills

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 Madurai, 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 Sep 24, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Analyst - English, Arabic, Microsoft Windows
HCLTech
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