HCLTech

Senior IT Support Analyst - Level 1 Remote Desktop Support

Rabat

CDI / Temps pleinSur siteAnglaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Senior IT Support Analyst role at HCLTech providing Level 1 remote desktop support to resolve technical tickets via multiple channels. Responsibilities include troubleshooting hardware/software/network issues, maintaining SLA compliance, ensuring customer satisfaction through first-call resolution, and escalating complex problems appropriately. Role requires strong technical support skills, customer service orientation, and adherence to quality standards.

Vos missions

  • Provide Level 1 remote desktop support via telephone, email, and chat to resolve hardware, software, and network issues within SLA
  • Ensure positive customer experience through First Call Resolution and minimize average handling time while reducing rejected resolutions
  • Maintain high login efficiency and availability for customers throughout shifts
  • Update worklogs and escalate complex problems to Level 2/3 support specialists following established procedures
  • Adhere to quality standards, voice/accent monitoring, and regulatory requirements

Profil recherché

  • You have experience in IT help desk or Level 1 technical support roles
  • You excel at customer service and can maintain professionalism under pressure
  • You are detail-oriented and can accurately document technical issues and resolutions
  • You can work on-site in Rabat and maintain consistent shift availability

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Job Summary

Provide independent Level 1 remote desktop support to resolve assigned tickets and troubleshoot technical issues while maintaining agreed SLA and quality standards.

Key Responsibilities

  • Deliver Level 1 remote desktop support via telephone, email, and chat to diagnose and resolve hardware, software, and network issues within agreed SLA timeframes
  • Maintain quality standards including voice/accent quality and technical monitoring while adhering to regulatory requirements and company policies
  • Ensure positive customer experience by achieving First Call Resolution and minimizing average handling time (AHT) while reducing rejected resolutions and reopened cases
  • Maintain high login efficiency and availability for customers throughout assigned shifts
  • Update worklogs, follow escalation procedures, and route complex issues to Level 2 and Level 3 IT support specialists as appropriate
  • Contribute to value-adding activities such as knowledge base updates and continuous self-development

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