Service Desk Analyst (Spanish Speaking)

About the role

HCL Technologies is seeking a Service Desk Analyst to join its Global Delivery centre in Morocco. The role focuses on providing Level‑1 remote desktop support, handling hardware, software and network issues for customers, and ensuring high availability and customer satisfaction.

Key responsibilities

• Maintain high login efficiency and availability for customers.
• Provide Level‑1 remote desktop support via phone, email or chat, diagnosing and resolving hardware, software and network problems within SLA.
• Log work, follow escalation procedures and route complex issues to 2nd/3rd‑level support.
• Update knowledge base, administer user access, and manage vendor relationships.
• Document incidents and resolutions using the Call Tracking System.

Required profile

• Excellent verbal and written communication in Spanish; English and French at B2 level minimum.
• Strong customer‑handling skills, resourcefulness and ability to adapt quickly to unforeseen situations.

Required skills

• Good working knowledge of Windows OS, Microsoft Office, internet browsers, antivirus and firewall software.
• Understanding of PC hardware and basic ITIL concepts.
• Familiarity with remote desktop tools and call‑tracking systems.