Service Desk Analyst (Italian-speaking)

About the role

HCL Technologies is looking for an Italian‑speaking Service Desk Analyst to join its Global Delivery centre in Morocco. You will provide Level 1 remote desktop support, diagnose hardware, software and network issues, and ensure a high‑quality customer experience.

Key responsibilities

• Maintain high availability and login efficiency for customers.
• Resolve tickets via phone, email or chat within agreed SLA, handling hardware, software and network problems.
• Document work logs and follow escalation procedures to route complex issues to 2nd/3rd‑level support.
• Update knowledge‑base articles and pursue self‑development activities.
• Adhere to quality standards, regulatory requirements and company policies.
• Ensure positive customer experience through first‑call resolution and minimal average handling time.

Required profile

• Excellent verbal and written communication in Italian.
• Good command of English and French (minimum B2 level).
• Strong customer‑handling skills and ability to work under pressure.
• Willingness to learn new processes and technologies quickly.

Required skills

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