Senior Support Analyst - Level 1

As a Senior Support Analyst, you will be responsible for providing high-quality Level 1 technical support to clients via phone, email, and chat. This role requires strong communication skills in English and Arabic, along with a commitment to meeting SLAs and enhancing customer experience.

Key Responsibilities

• Provide Level 1 Remote Desktop Support by diagnosing and resolving hardware, software, and network issues.

• Ensure timely resolution of tickets in line with Service Level Agreements (SLA).

• Maintain high-quality standards in customer interactions, including voice clarity and communication accuracy.

• Achieve First Call Resolution (FCR) and reduce average handling time while minimizing ticket reopens.

• Maintain high availability and efficient login practices to support customer needs promptly.

• Accurately update work logs and follow escalation procedures when required.

• Contribute to knowledge base updates and engage in continuous learning and skill development.

Required Skills & Qualifications

• Strong verbal and written communication skills in English (Arabic proficiency is essential).

• Solid understanding of Windows Operating Systems.

• Experience with remote desktop tools and ticketing systems.

• Basic knowledge of networking concepts and troubleshooting methodologies.

• Strong problem-solving ability with a customer-first mindset.

Education & Experience

• Bachelor’s degree in Engineering, Computer Science, or related field
• 2–4 years of IT Service Desk experience
• ITIL certification (preferred)

Additional Information

• Work Mode: Onsite
• Location: HCLTech Office – Cinnamon Life, Colombo 00200
• Employment Type: Full-time
• Shift: 24x7
• Must work as per client-specific calendar

If you are interested, please share your CV : [email protected]