Service Desk Analyst (Spanish-speaking)

About the role

HCL Technologies is expanding its Global Delivery centre in Morocco and is looking for a Service Desk Analyst who speaks Spanish. The role provides Level 1 remote desktop support to customers, resolving tickets by phone, email or chat within agreed SLAs.

Key responsibilities

• Maintain high login efficiency for customers.
• Resolve Level 1 remote desktop tickets by phone, email or chat, diagnosing and fixing hardware, software or network issues within agreed SLAs.
• Update work logs and follow shift or escalation procedures, escalating complex problems to specialists or routing them to 2nd and 3rd level support.
• Contribute to value-added activities such as knowledge base updates and self-development.
• Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements and company policies.
• Ensure a positive customer experience and CSAT through first call resolution, minimum average handling time and no rejected resolutions or reopened cases.
• Manage vendor relationships and coordinate with support staff to obtain technical knowledge.
• Administer user access in various systems and use the call tracking system to document and manage problems and work requests.

Required profile

• Excellent oral and written Spanish; English and French at B2 level at least.
• Excellent verbal and written communication, great customer handling and resourcefulness.
• Quick learner willing to acquire new information constantly.
• Understanding of the IT environment and readiness to learn new processes and technologies.

Required skills

• Good working knowledge of Windows OS, MS Office, internet browsers, antivirus and firewall software, and PC hardware.
• ITIL knowledge is an asset.