Senior Administrator - English, Arabic, Microsoft Windows

HCLTech View all jobs

  • India
  • Permanent
  • Full-time
  • 9 hours ago
We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie PreferencesReject All Cookies Accept All CookiesSenior Administrator - English, Arabic, Microsoft WindowsIndiaJob DescriptionSenior Administrator - English, Arabic, Microsoft WindowsThiruvananthapuram, KeralaJob SummaryThe Service Desk Agent (English) acts as the first point of contact for end users, providing Level 1 IT support across voice, email, and chat channels. The role focuses on incident resolution, request fulfillment, customer satisfaction, and SLA adherence, while ensuring professional communication and accurate documentation within the ITSM system. ecurity posture.Key ResponsibilitiesService Desk Operations\r\n\r\nServe as the first point of contact for end users via phone, email, and chat in English. \r\nLog, categorize, prioritize, and resolve incidents and service requests within agreed SLAs. \r\nProvide first-call resolution (FCR) wherever possible and ensure proper ownership until closure. \r\nEscalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation procedures. \r\n\r\nTechnical Support\r\n\r\nProvide troubleshooting support for:\r\n\r\nWindows OS (Windows 7 / 10 / 11)\r\nMS Office applications (Outlook, Word, Excel, PowerPoint)\r\nBasic network connectivity, VPN, printers, and peripherals\r\nPassword resets and user access management\r\n\r\n\r\nDocumentation & Compliance\r\n\r\nAccurately update tickets, worklogs, and resolution notes in the ITSM tool. \r\nAdhere to quality standards, security policies, and ITIL processes.\r\nContribute to knowledge base articles and continuous service improvement initiatives. \r\n\r\nCustomer Experience\r\n\r\nEnsure a positive customer experience through clear communication and timely resolution. \r\nMaintain professional etiquette anSkill RequirementsTechnical Skills\r\n\r\nBasic to intermediate knowledge of Windows OS, MS Office, and end-user computing. \r\nFamiliarity with ITSM tools (e.g., ServiceNow or equivalent).\r\nUnderstanding of incident, request, and escalation processes.\r\n\r\nLanguage & Communication\r\n\r\nFluent verbal and written communication in English (B2 level or above). \r\nStrong customer handling and problem-solving skills.Other RequirementsWillingness to work in rotational shifts, including weekends and holidays as per business needs.\r\nAbility to work in a fast-paced, 24x7 support environment.\r\nStrong team orientation with a proactive and learning mindset.Information at a GlanceWhy HCLTech?At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.HCLTech is a global technology company, home to more than 226,300 people 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.Copyright © 2025 HCL Technologies Limited×Cookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
SAP as service providerWe use the following session cookies, which are all required to enable the website to function:
  • "route" is used for session stickiness
  • "careerSiteCompanyId" is used to send the request to the correct data center
  • "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
  • "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another
Functional CookiesThese cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.Show More DetailsFunctional Cookies Provider Description Enabled
VimeoVimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos.YouTubeYouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.Advertising CookiesThese cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.Show More DetailsAdvertising Cookies Provider Description Enabled
Google AnalyticsGoogle Analytics is a web analytics service offered by Google that tracks and reports website traffic.Google Tag ManagerGoogle Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more.LinkedInLinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.

HCLTech