Service Desk Analyst

Key Responsibilities

• Spanish speaker

• Sale el jadida | Informatique / Electronique

• Secteur Informatique | Junior (1 à 3 ans) | 5 | poste(s) sur Rabat et région

• Maroc | Bac +2 Minimum

• Master | Recherche de nouveauté | Ambition | Besoin de réflexion | Besoin d'autonomie | Implication au travail | CDI | Télétravail : Oui 100% | Publiée aujourd'hui | sur | 5tawzeef.com |

• Postulez avant le | 09/12/2026

• Secteur Informatique

• Maroc

• Master

• Postulez avant le 09/12/2026

• Tasks

• To maintain high login Efficiency (Availability) for customers.

• To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.

• To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.

• Work on value adding activities such Knowledge base update and self-development.

• To adhere to quality standards (voice and accent، Tech Monitoring)، regulatory

• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT)، rejected resolutions or Reopen Cases.

• Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers

• Route problems to internal support group

• Coordinate and manage relationships with vendors and work ly with support staff to obtain technical knowledge

• Administer and provide User Access in various systems

• Use the Call Tracking System to document and manage problems، work requests and their respective resolutions and circumventions.

• Ability to acquire new information quickly and the willingness to do so at all times

• Understanding of the IT environment and readiness to learn new processes and technologies

• Good working knowledge of Windows OS، MS Office، Internet browsers، Antivirus and Firewall software، PC hardware ITIL knowledge would be an asset

• Knowledge of English and French at B2 level at least

Requirements & Qualifications

• Soft Skills

• Excellent communication and conversation skills (both verbal and written)

• Great customer handling skills and resourcefulness، vital for dealing with unforeseen situations

• Excellent communication skills in Spanish (oral and written)

Informatique / Electronique

Junior (1 à 3 ans)

5 poste(s) sur Rabat et région

Bac +2 Minimum

Recherche de nouveauté Ambition Besoin de réflexion Besoin d'autonomie Implication au travail

CDI

Télétravail : Oui 100%

Publiée aujourd'hui sur 5tawzeef.com

Entreprise

HCLTech is a global technology company، home to more than people across 60 countries، delivering industry-leading capabilities centered around digital، engineering، cloud and AI، powered by a broad portfolio of technology services and products

We work with clients across all major verticals، providing industry solutions for Financial Services، Manufacturing، Life Sciences and Healthcare، Technology and Services، Telecom and Media، Retail and CPG، and Public Services

Consolidated revenues as of 12 months ending March 2025 totaled $13.8B

To learn how we can supercharge progress for you، visit hcltech.com.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide

We have also been certified as a Top Employer in 26 countries across three regions، Asia Pacific، Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark

To learn how we can supercharge progress for you، visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022، currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Culture de l'entreprise

HCLTech évolue dans une culture principalement orientée compétition et performance، où l’ambition، le goût du challenge et l’atteinte d’objectifs mesurables constituent des leviers clés de réussite

L’entreprise valorise le dépassement de soi، la compétitivité et une forte orientation client، dans une logique de résultats et de positionnement sur le marché

Cette dynamique est solidement soutenue par une composante innovation marquée، favorisant l’initiative، l’expérimentation et l’agilité

Elle est également complétée par une culture collaborative attentive au développement humain et au travail d’équipe، tandis que les processus structurés jouent un rôle plus secondaire.

Poste

If you want to be part of the HCL adventure، we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.

and company policies.

Daily Activities

Profil recherché

Technical

Language

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