Service Desk Analyst / Senior Analyst (Italian Speaking)

HCLTech · Rabat-Salé-Kénitra

New

🇬🇧 English

Windows OS Internet browsers Firewall software PC hardware ITIL

Job description

About the role

The Service Desk Analyst provides Level 1 remote desktop support, handling hardware, software and network issues for customers while ensuring high availability and a positive customer experience.

Key responsibilities

Diagnose and resolve hardware, software and network problems via telephone, email or chat within SLA.
Log work, follow escalation procedures and route complex issues to 2nd/3rd‑level support.
Maintain and update knowledge base and support documentation.
Administer user access in various systems and use the call tracking system to document incidents.

Required profile

Excellent verbal and written communication in Italian (B2 level English also required).
Strong customer‑handling skills and ability to work under pressure.
Willingness to learn new technologies and processes.

Required skills

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

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Published 22 hours ago

Expires 1 month from now

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HCLTech

Rabat-Salé-Kénitra

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