Senior Administrator - English, Arabic, Microsoft Windows

About the role

Senior Administrator - English, Arabic, Microsoft Windows at HCLTech. Responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations.

What you'll do

• Responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations
• Lead and manage the Level 1 (L1) Service Desk team
• Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests
• Monitor ticket queues and ensure SLA compliance
• Manage shift schedules and resource allocation for 24x7 support environments

What you need

• Windows
• ITIL
• Office 365
• TCP/IP
• ServiceNow
• Troubleshooting
• Any graduate

Good to have

• Intune
• Root cause analysis