Shift lead Service Desk (Italian speaker)

Entreprise :

HCLTech is a global technology company, home to more than 223 000 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.

Poste :

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

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.

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 requirements and company policies.

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

Profil recherché : Daily Activities :

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 closely 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.

Soft Skills :

Excellent communication and conversation skills (both verbal and written)

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

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

Technical Requirements :

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

Language Requirements :

Excellent communication skills in Italian (oral and written)

Knowledge of English and French at B2 level at least

Adresse de notre siège :

Technopolis Rabat

Traits de personnalité souhaités :

Respect des règles Volonté de persuasion Distance émotionnelle Ténacité Besoin d'action Travail en équipe Implication au travail Organisation

4K Matching global N / A N / A FineTunePro COMPÉTENCES N / A Kapacity Revealer PERSONNALITÉ Feel Good CULTURE

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