HCLTech

Senior L1 Service Desk Analyst – German & English Support

Maroc

CDI / Temps pleinSur siteAllemand, AnglaisService client / SAVCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

HCLTech seeks a Senior L1 Service Desk Analyst to provide German-language technical support to enterprise users. The role involves managing incidents and service requests through ServiceNow, performing first-level troubleshooting on Microsoft technologies, and escalating complex issues appropriately. Ideal for bilingual professionals with Service Desk experience seeking a customer-focused support role in a structured BPO environment.

Vos missions

  • Manage German-language user contacts across all Service Desk channels and create accurate ServiceNow records for every reportable contact.
  • Perform L1 troubleshooting on Microsoft workplace technologies, enterprise software, email, Teams and connectivity issues using approved tools and knowledge bases.
  • Resolve eligible incidents and service requests at first contact; escalate L2/L3 tickets with complete troubleshooting evidence.
  • Coordinate with resolver teams and third parties while maintaining end-to-end ticket tracking and user communication.
  • Contribute to knowledge articles and FAQs based on recurring German-language issues; participate in SLA improvement and quality reviews.
  • Promote self-service capabilities and help users adopt approved digital-support tools.

Profil recherché

  • You are fluent in German and English with proven Service Desk or technical-support experience.
  • You have hands-on familiarity with ServiceNow and Microsoft enterprise technologies.
  • You excel at troubleshooting, prioritization and maintaining high ticket-quality standards.
  • You are customer-focused, detail-oriented and comfortable working in a structured BPO environment.

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Job Summary

Provide German-language L1 Service Desk support for customer users, ensuring incidents and requests are logged, diagnosed, resolved or escalated in accordance with agreed procedures and service levels.

Main Responsibilities

  • Manage German-language user contacts through all approved Service Desk channels and create complete, 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 diagnostic information; resolve eligible incidents at first contact.
  • Escalate tickets requiring L2/L3 support without unnecessary delay, including all troubleshooting evidence and coordinating with resolver teams.
  • Support users with standard enterprise software, account, email, Teams, connectivity, access and endpoint enquiries.
  • Contribute to knowledge articles, FAQs and documentation based on recurring German-language issues; participate in SLA improvement and continuous-improvement activities.

Key Skills Required

  • Professional fluency in spoken and written German with sufficient English proficiency for knowledge transfer and internal 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.
  • Strong ownership, prioritization, communication and ticket-quality skills.

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