L1 Service Desk support Germanophone - Salé
Secteur de l’entreprise : Informatique
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.
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 :
Join a dynamic team as a German-language L1 Service Desk Analyst. Based in the heart of the operations center, this role is dedicated to providing high-quality technical assistance. Serve as the primary point of contact for users, ensuring that technical challenges are addressed with efficiency and professional excellence.
The core objective involves delivering exceptional L1 support by diagnosing and resolving technical incidents within defined service levels. Success is measured by the ability to maintain accurate records, provide timely resolutions, and enhance the overall user experience through effective communication and proactive technical troubleshooting.
In this role, day-to-day operations involve a variety of technical and support-focused activities:
- Manage user interactions across all approved Service Desk channels.
- Create precise ServiceNow records, capturing symptoms and business impacts accurately.
- Execute first-contact resolution using approved manuals and remote diagnostic tools.
- Escalate complex issues to L2/L3 resolver teams while maintaining end-to-end tracking.
- Assist users with enterprise software, account management, email, connectivity, and endpoint enquiries.
- Contribute to the continuous improvement of the knowledge base by authoring FAQs and documentation.
Profil recherché :
Ideal candidates possess a solid educational foundation relevant to the technical nature of IT service management and customer support operations.
Success in this position requires a background in Service Desk, technical-support, or high-level customer-support environments, demonstrating a track record of handling similar responsibilities.
To excel in this environment, technical precision and strong interpersonal capabilities are essential:
- Professional fluency in both spoken and written German.
- Working proficiency in English for operational communication.
- Practical familiarity with ServiceNow, incident management, and request fulfilment.
- Working knowledge of Microsoft workplace technologies and endpoint troubleshooting.
- Demonstrated ownership, prioritization, and commitment to high-quality documentation.
If the opportunity to provide expert support excites you, please submit your application by clicking Send my resume to the recruiter as quickly as possible.
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