Service Desk Analyst – Hebrew Language Support

HCLTech is looking for an experienced Service Desk Analyst – Hebrew Language Support to join our team in Egypt.

Position Details

• Role: Service Desk Analyst – Hebrew Language Support
• Location: Israel
• Experience: More than 2 years
• Level: E1 / E2
• Language Requirement: Fluent Hebrew (Read, Write & Speak)
• Age Limit: No Restriction

Job Summary

The Service Desk Analyst will provide first-level IT support to global users through phone, email, chat, and ticketing systems. The ideal candidate will possess strong technical troubleshooting skills, excellent customer service abilities, and fluency in Hebrew.

Key Responsibilities

• Provide L1 technical support to end users in Hebrew via calls, emails, chats, and web tickets.
• Diagnose and resolve hardware, software, network, and application-related issues.
• Log, categorize, prioritize, and track incidents using ITSM tools such as ServiceNow.
• Troubleshoot issues related to:
• Windows Operating System
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory (Password Reset, Account Unlock)
• VPN and Remote Access
• Printing and Peripheral Devices
• Basic Network Connectivity
• Escalate unresolved issues to appropriate support teams following established procedures.
• Maintain accurate documentation of troubleshooting activities and resolutions.
• Meet SLA, productivity, and quality targets.
• Ensure a high level of customer satisfaction and professionalism.
• Participate in shift handovers and knowledge-sharing activities.

Required Skills

• Native or business-level proficiency in Hebrew.
• Strong verbal and written communication skills in Hebrew.
• Excellent customer service and interpersonal skills.
• Good understanding of IT infrastructure and troubleshooting concepts.
• Knowledge of Windows, Microsoft 365, Active Directory, and networking fundamentals.
• Ability to multitask and work effectively in a fast-paced support environment.