23 ott - Marche
HCL Technologies Morocco
Career Opportunities: Senior Analyst - English, German, Microsoft Windows (180634)Requisition ID180634-Posted10/15/2026
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Provide German-language L1 Service Desk support for Customer’s users and ensure incidents and requests are logged, diagnosed, resolved or escalated in accordance with agreed procedures and service levels.
Key ResponsibilitiesManage German-language user contacts through all approved Service Desk channels.
- Create complete and accurate ServiceNow records for every reportable contact.
- Validate user information, symptoms, business impact and affected service.
- Apply agreed ticket categorization, priority and assignment rules.
- Perform L1 troubleshooting using approved manuals, SOPs, knowledge articles, remote tools and available diagnostic information.
- Resolve eligible incidents and service requests at first contact.
- Escalate tickets requiring L2/L3 support without unnecessary delay and include all troubleshooting evidence.
- Coordinate with resolver teams and third parties while maintaining end-to-end tracking and user communication.
- Ensure that ticket work notes and resolution descriptions are complete, accurate and reusable.
- Support users with standard enterprise software, account, email, Teams, connectivity, access and endpoint enquiries.
- Promote self-service and help users adopt approved digital-support capabilities.
- Contribute to knowledge articles, FAQs and documentation based on recurring German-language issues.
- Participate in SLA improvement, quality reviews, training and continuous-improvement activities.
Skill RequirementsProfessional fluency in spoken and written German.
- Sufficient English proficiency for knowledge transfer and internal operational communication.
- Relevant Service Desk, technical-support or customer-support experience.
- Familiarity with ServiceNow, incident management and service-request fulfilment.
- Working knowledge of Microsoft workplace technologies and endpoint troubleshooting. xysqume
- Strong ownership, prioritization, communication and ticket-quality skills.
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