Senior Analyst - English, Arabic, Microsoft Windows (153548)
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Apply to Senior Analyst - English, Arabic, Microsoft Windows (153548) at HCLTechJob details
- Work type
- Onsite
- Posted
- 2 days ago
- Apply on
- hcm55.sapsf.eu
About this role
Job Summary
Service Desk L1 Support (English)
Key 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
Operating Systems • Microsoft 365 • Active Directory • ServiceNow • Networking Basics • Remote Support Tools • Desktop/Laptop troubleshooting • Printer support • Peripheral device setup
Other Requirements
24 X 7 Global Support (Call , Chat , Email , Portal, etc.)