Sr Analyst
Morocco
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Job Description
Sr Analyst
Rabat, Rabat

Job Summary

The Service Desk Specialist is responsible for driving service quality, operational excellence, and advanced support within the Service Desk. This role ensures consistent SLA performance, effective incident and request management, and continuous improvement of processes, while acting as the primary technical and procedural reference point for the team.

Key Responsibilities

Act as the escalation point for complex, high-impact incidents, and service requests, ensuring timely and effective resolution • Monitor SLA and KPI performance in real time, proactively identifying risks of breach and taking corrective action to keep service levels on track • Track and report on SLA • compliance, analyzing trends and producing insights to support service improvement • Perform Root Cause Analysis (RCA) on recurring and major incidents, and recommend corrective and preventive actions • Create, maintain, and continuously improve the Knowledge Base (KB), including procedures, runbooks, and troubleshooting guides • Support the training, coaching, and technical onboarding of Service Desk agents to raise overall team capability • Ensure adherence to ITIL-aligned processes (Incident, Request, Problem, and Knowledge Management) • Identify and drive automation and process improvement initiatives to reduce manual effort and improve efficiency • Collaborate with cross-functional teams (L2/L3, infrastructure, application, and vendor teams) during escalations and major incidents • Contribute to service reviews and provide feedback to enhance customer satisfaction and overall service delivery

Skill Requirements

Skills / Specific Tasks / Activities Technical • Knowledge of Windows 10 and 11 • Knowledge of VDI (Virtual Desktop Infrastructure) environments and support • Knowledge of Veridium (biometric / passwordless authentication) administration and troubleshooting

Other Requirements

Qualification & Experience • Certification in French Language (Language Proficiency – A1) • Minimum overall work experience of 0–2years (Analyst); 2–3+ years (Senior Analyst) • Knowledge of Windows & Mac OS; knowledge of Android/iOS (desirable), networking, and hardware • ITIL Foundation certified (desirable)
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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 227,000 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 2026 totaled $14.7 billion.