Service Desk Analyst (Level 1 Remote Support)

About the role

HCL Tech is seeking a Service Desk Analyst to provide Level 1 remote desktop support to its global client base. The role focuses on diagnosing and resolving hardware, software and network issues while delivering a high‑quality customer experience in both English and Arabic.

Key responsibilities

• Deliver remote desktop support via phone, email and chat, adhering to SLA targets for ticket resolution.
• Monitor voice quality and accent compliance, ensuring all interactions meet regulatory and company standards.
• Achieve high first‑call resolution rates, maintain low average handling time, and minimize rejected resolutions and reopened cases.
• Maintain high availability and efficient login practices to respond promptly to customer requests.
• Document work logs accurately and follow escalation procedures for complex issues.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Fluent 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 abilities with a customer‑service focus.
• Basic knowledge of networking concepts and troubleshooting methods.
• Recent IT graduate with a final academic transcript.

Required skills

• Windows Operating Systems
• Remote Desktop Support Tools
• Ticketing Systems
• Service Desk Operations
• Fundamental Networking Concepts