Service Desk Analyst – Spanish Speaker

About the role

HCLTech is expanding its Global Delivery Center in Morocco and seeks a Service Desk Analyst who is fluent in Spanish. The role is fully remote and focuses on delivering Level 1 remote desktop support, ensuring high availability and a positive customer experience.

Key responsibilities

• Provide Level 1 remote desktop support via phone, email or chat, diagnosing and resolving hardware, software, and network issues within SLA.
• Maintain work logs, follow escalation procedures, and route complex problems to 2nd/3rd level support.
• Update knowledge base, manage user access in various systems, and coordinate with vendors and internal support groups.
• Monitor quality standards, voice and accent compliance, and ensure first‑call resolution with minimal average handling time.

Required profile

• Junior level (1‑3 years) experience in IT support.
• Excellent verbal and written communication in Spanish; English and French at B2 level minimum.
• Strong customer handling skills and ability to quickly acquire new technical knowledge.

Required skills

• Good working knowledge of Windows OS.
• Proficiency with MS Office suite.
• Familiarity with Internet browsers, antivirus and firewall software.
• Basic understanding of ITIL processes (asset).