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

About the role

HCL Technologies is looking for a Service Desk Analyst who will provide Level 1 remote desktop support to customers in Italy and English‑speaking markets. Based in the Sala Al Jadida delivery centre, you will help maintain high system availability and deliver a positive customer experience.

Key responsibilities

• Diagnose and resolve hardware, software, and network issues via telephone, email or chat within agreed SLA.
• Log all activities, update the knowledge base and follow escalation procedures to 2nd/3rd‑level support when needed.
• Administer user access across multiple systems and coordinate with vendors for technical assistance.
• Use the Call Tracking System to document tickets, work requests and resolutions.
• Maintain quality standards, regulatory compliance and strive for first‑call resolution and low average handling time.

Required profile

• Excellent verbal and written communication in both Italian and English.
• Strong customer‑handling skills and the ability to stay resourceful in unforeseen situations.
• Quick learner with a willingness to continuously develop technical knowledge.

Required skills

• Good working knowledge of Windows OS.
• Proficiency with Microsoft Office applications.
• Familiarity with Internet browsers, antivirus and firewall software.
• Understanding of PC hardware components.
• Experience with remote desktop support tools and ticketing systems (Call Tracking).
• Basic knowledge of ITIL processes (preferred).
• Ability to administer user access in various systems.