Senior Support Analyst - HCLTech Colombo

About the job

HCL Tech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We are powered by our people, a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective, and boundless passion drive our culture of proactive value creation and problem-solving. To learn more about how we can supercharge progress for you, visit www.hcltech.com

We are looking for a Senior Support Analyst

Job Summary:

The Senior Support Analyst plays a crucial role in delivering high-quality remote desktop support to clients, ensuring efficient troubleshooting and resolution of technical issues. This position emphasizes effective communication in both English and Arabic, adherence to service level agreements (SLA), and a commitment to exceptional customer satisfaction.

Key Responsibilities:

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To the Agreed SLA for Ticket Resolution.
2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (AHT) While Minimizing Rejected Resolutions And Reopen Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements:

• Proficient In English, With Strong Verbal And Written Communication Skills.
• Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
• Familiarity With Ticketing Systems And Service Desk Operations.
• Good Problem-Solving Skills With A Focus On Customer Service.
• Basic Knowledge Of Networking Concepts And Troubleshooting Methodologies.

Certification

• ITIL Foundation Certification (Optional But Valuable).
• CompTIA A+ Certification (Optional But Valuable).