Service Desk Analyst (German & English) – Sala Al Jadida

About the role

HCL Technologies is seeking a Service Desk Analyst fluent in German and English to join its Global Delivery centre in Sala Al Jadida, Morocco. The role focuses on delivering Level‑1 remote desktop support, ensuring high availability for customers and maintaining a positive service experience.

Key responsibilities

• Provide remote desktop, hardware, software and network troubleshooting via phone, email or chat within defined SLA targets.
• Log all activities, follow escalation procedures and route complex issues to 2nd/3rd‑level support.
• Maintain and update the knowledge base and contribute to self‑development initiatives.
• Administer user access across various systems and coordinate with vendors for issue resolution.
• Use the call tracking system to document incidents, work requests and resolutions.

Required profile

• Excellent verbal and written communication skills in both German and English.
• Strong customer‑service orientation with the ability to handle unexpected situations.
• Quick learner who can acquire new technical information continuously.

Required skills

• Good working knowledge of Windows OS.
• Proficiency with MS Office applications.
• Familiarity with Internet browsers, antivirus and firewall software.
• Understanding of PC hardware components.
• Basic ITIL knowledge (preferred).