Service Desk Analyst – German Speaking

About the role

HCL Technologies is expanding its Global Delivery Center in Morocco and is looking for a Service Desk Analyst who can provide first‑line support in German. The role focuses on maintaining high availability for customers and delivering efficient remote desktop assistance.

Key responsibilities

• Provide Level 1 remote desktop support via phone, email or chat, diagnosing hardware, software and network issues within SLA.
• Log work, follow escalation procedures and route complex cases to 2nd/3rd‑level support.
• Update knowledge base, manage user access, and coordinate with vendors and internal support teams.
• Use the call tracking system to document incidents and resolutions, aiming for high CSAT, first‑call resolution and low average handling time.

Required profile

• Excellent verbal and written communication skills in German; English and French at B2 level minimum.
• Strong customer‑service orientation, resourcefulness and ability to handle unforeseen situations.
• Willingness to learn new processes and technologies quickly.

Required skills

• Good working knowledge of Windows OS, MS Office, internet browsers, antivirus and firewall software.
• Understanding of PC hardware and basic ITIL concepts.