Service Desk Analyst (Spanish speaker)

About the role

We are expanding our Global Delivery Center in Morocco and are looking for a Service Desk Analyst who can provide first‑line IT support while speaking Spanish. The role focuses on delivering efficient remote desktop assistance, handling hardware, software and network issues, and ensuring a high level of 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.
• Update work logs, follow escalation procedures and route complex cases to 2nd/3rd‑level support.
• Adhere to quality standards, regulatory requirements and company policies.
• Ensure positive customer experience through first‑call resolution and minimal average handling time.
• Coordinate with vendors and internal support groups to obtain technical knowledge.
• Administer user access across various systems.
• Document incidents and resolutions using the Call Tracking System.

Required profile

• Excellent verbal and written communication skills in German and English.
• Strong customer handling abilities and resourcefulness in unforeseen situations.
• Quick learner with a willingness to continuously acquire new information.

Required skills

• Good working knowledge of Windows OS and PC hardware.
• Proficiency with Microsoft Office, internet browsers, antivirus and firewall software.
• Understanding of ITIL concepts (considered an asset).
• Experience with remote desktop tools and call tracking systems.