Service Desk Analyst (Spanish) – Morocco

About the role

We are looking for a Service Desk Analyst who can provide first‑line IT support to our customers from our Global Delivery centre in Morocco. The role focuses on remote desktop assistance, ticket resolution and maintaining high service availability while delivering a positive customer experience.

Key responsibilities

• Maintain high login efficiency and system availability for end‑users.
• Provide Level 1 remote desktop support via phone, email or chat, diagnosing hardware, software and network issues.
• Log work details, follow escalation procedures and route complex cases to 2nd/3rd‑level support.
• Update the knowledge base 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.
• Administer user access in various systems and coordinate with vendors.
• Use the call‑tracking system to document incidents and resolutions.

Required profile

• Excellent verbal and written communication skills in German and English.
• 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 common Internet browsers.
• Experience with antivirus and firewall software.
• Understanding of PC hardware components.
• Basic ITIL knowledge (advantageous).