Website HCLTech
Analyst – Remote Desktop Support (English & Arabic)
Location: Colombo, Sri Lanka (or as assigned)
Position Type: Full-Time (Shift-based)
Job Summary
The Support Analyst is a vital member of the Support & Operations team, responsible for delivering high-quality Level 1 remote desktop support. This role requires a bilingual professional capable of resolving technical issues in both English and Arabic. You will focus on maintaining exceptional service standards, adhering to Service Level Agreements (SLAs), and ensuring a seamless technical experience for a global customer base.
Key Responsibilities
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Multilingual Technical Support: Provide Level 1 support by diagnosing and resolving hardware, software, and network issues via phone, email, and chat in both Arabic and English.
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SLA & Performance Management: Ensure all tickets are managed within agreed volume and resolution timeframes, maintaining high efficiency and system availability.
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Customer Experience Excellence: Aim for high First Call Resolution (FCR) and optimized Average Handling Time (AHT) while minimizing case reopens to ensure a positive user journey.
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Quality & Compliance: Adhere to strict quality standards, including technical monitoring protocols and company policies, while maintaining high proficiency in voice and accent standards.
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Incident Documentation: Maintain accurate work logs and follow defined shift and escalation processes to route complex issues to 2nd and 3rd-level IT support teams.
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Continuous Improvement: Contribute to the internal Knowledge Base and engage in self-development to enhance technical skills and overall service delivery.
Skill Requirements
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Linguistic Proficiency: Fluency in both Arabic and English is mandatory for effective communication with customers and stakeholders.
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OS Expertise: Foundational knowledge of Microsoft Windows operating systems and standard troubleshooting techniques.
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Technical Tools: Familiarity with remote desktop support tools and enterprise ticketing systems (e.g., ServiceNow, JIRA).
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Problem Solving: A strong analytical mindset with a customer-centric approach to resolving technical hurdles.
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Process Orientation: Ability to follow structured processes and documentation standards in a professional IT environment.
Other Requirements
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Education: A Bachelor’s degree in Information Technology, Computer Science, or a related field.
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Certifications: An ITIL Foundation certification is optional but considered highly valuable for this role.
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Flexibility: Willingness to work in a rotational shift environment to support 24/7 operations.
We are an Equal Opportunity Employer.
Company: HCLTech
To apply for this job please visit careers.hcltech.com.