Senior Analyst - English, German, Microsoft Windows
Morocco
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Job Description
Senior Analyst - English, German, Microsoft Windows
Rabat, Rabat

Job Summary

Job Summary : Language Required: German\r\nProvide first-line technical support to employees for IT issues related to hardware, software, network, access management and support to store staff for operational, billing, inventory, and basic technical issues to ensure smooth day-to-day store operations.
 
Job Responsibilities : • Respond to IT service requests via calls, emails, and ticketing systems.\r\n• Troubleshoot hardware issues (laptops, desktops, printers, billing, POS (Point of Sale), inventory, and operational queries).\r\n• Support software issues (OS, Microsoft Office, email systems).\r\n• Manage password resets, user account setup, and access permissions.\r\n• Escalate complex technical issues to Level 2/3 support.\r\n• Log incidents and service requests accurately.\r\n• Document all support activities accurately in the system.\r\n• Provide guidance on store procedures and policies.\r\n• Ensure process and security compliance in all the activities
 
Skill Requirement : • Strong technical troubleshooting skills (hardware, software, network basics).\r\n• Knowledge of operating systems (Windows, macOS) and productivity software.\r\n• Familiarity with retail store operations (POS, inventory management).\r\n• Familiarity with Active Directory, VPN, and ticketing tools (ServiceNow, Jira).\r\n• Good communication and documentation skills.\r\n• Retail process knowledge.\r\n• Customer-first attitude.\r\n• Ability to work in shifts.
Other Requirement : • Experience - minimum 1-2 years of Service Desk experience\r\n• Should be fluent in German

As a Senior Analyst in Support & Operations, you will play a crucial role in delivering high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance the customer experience, ensuring compliance with service level agreements (SLAs) and organizational quality standards.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In German And English With Excellent Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.

Other Requirements

1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.