Support Analyst (English & Arabic)

About the role

The Support Analyst will provide Level 1 remote desktop assistance to customers in Lucknow, handling hardware, software and network issues in both English and Arabic. The position focuses on meeting SLA targets, maintaining high-quality interactions, and contributing to a positive customer experience as part of HCLTech’s Support & Operations team.

Responsibilities

• Deliver remote desktop support by diagnosing and fixing hardware, software and network problems via phone, email or chat in Arabic and English, adhering to ticket volume and resolution‑time SLAs.
• Follow quality guidelines, including voice and accent standards, technical monitoring, and compliance with regulatory and company policies.
• Aim for first‑call resolution, keep average handling time low, and reduce ticket reopens and rejected resolutions.
• Maintain high availability on support platforms to ensure prompt assistance for customers.
• Accurately log work, follow shift and escalation procedures, and route complex cases to higher‑level support when needed.
• Contribute to knowledge‑base updates and pursue self‑development activities to enhance technical expertise.

Eligibility

• Fresh graduates from the 2025 or 2026 batch.
• No prior professional experience required.
• Fluent in both Arabic and English for effective communication.

Skills

• Proficiency in Arabic and English.
• Basic knowledge of Windows operating systems and troubleshooting.
• Familiarity with remote desktop support tools and ticketing systems.
• Strong problem‑solving ability and a customer‑centric mindset.
• Ability to follow structured processes and quality standards.

Benefits