Bilingual Service Desk Analyst – English & French

About the role

HCL Technologies is seeking a bilingual Service Desk Analyst to join its Global Delivery Center in Morocco. You will provide first‑line remote desktop support in both English and French, ensuring high availability and a positive customer experience.

Key responsibilities

• Maintain high login efficiency and availability for customers.
• Deliver Level‑1 remote desktop support via phone, email or chat, diagnosing hardware, software and network issues.
• Log work, follow escalation procedures and route complex cases to 2nd/3rd‑level support.
• Update knowledge‑base articles and pursue self‑development activities.
• Adhere to quality standards, regulatory requirements and company policies.
• Ensure first‑call resolution, low average handling time and high CSAT scores.

Required profile

• Excellent verbal and written communication skills in English and French.
• Strong customer‑handling abilities and resourcefulness in unexpected situations.
• Quick learner with a willingness to continuously acquire new technical knowledge.

Required skills

• Good working knowledge of Windows operating systems.
• Proficiency with Microsoft Office suite.
• Familiarity with internet browsers, antivirus and firewall software.
• Understanding of PC hardware components.
• Basic ITIL knowledge (preferred).

What we offer

• Opportunity to work in a global technology leader with diverse projects.
• Access to continuous learning and professional development resources.