Senior Support Analyst - Level 1
About the role
The Senior Support Analyst - Level 1 role involves delivering remote desktop support services to clients, focusing on diagnosing and resolving hardware, software, and network issues. The position requires providing Level 1 technical support via phone, email, and chat, ensuring timely ticket resolution in line with SLAs, and maintaining high standards in customer communication. The analyst will also be responsible for achieving first call resolution, minimizing ticket reopens, updating work logs, and contributing to the knowledge base. The ideal candidate will have strong communication skills in English and Arabic, a solid understanding of Windows operating systems, experience with remote desktop tools and ticketing systems, and basic networking knowledge.
Must have
- Strong verbal and written communication skills in English (Arabic proficiency is essential).
- Solid understanding of Windows Operating Systems.
- Experience with remote desktop tools and ticketing systems.
- Basic knowledge of networking concepts and troubleshooting methodologies.
- Strong problem-solving ability with a customer-first mindset.
Nice to have
- ITIL Foundation (Good to have)
- CompTIA A+ (Good to have)
Technologies
- ITIL
- Networking
Highlights
Arabic language proficiency is essential for this role. Candidates can apply via LinkedIn or by sending their CV to sanduni.wickr@hcltech.com. Certifications such as ITIL Foundation and CompTIA A+ are preferred but not mandatory.
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