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  1. Go to Settings.
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  3. Under Privacy and security, click Site settings.
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  5. At the top, turn on or off Allowed (recommended).
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Jobs or company...

Service Desk Analyst- Arabic Speaker

Salary undisclosed

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Responsibilities :-

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Handle calls, Chats, emails, self support portal tickets from end users.
  • Provide VIP support.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate and prioritize customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams
  • Provide knowledge transfer of EUC operations

Technical Requirements

· Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE

- Should have a great customer handling skills

- Able to handle unforeseen situations

- High level of acceptance

- Can drive HCL’s value and its methodology

Other Skills / Experience

  • Ability to learn and adapt to new technologies and additional responsibilities and challenges.
  • Logical thinking and situation / conflict management.
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