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Senior Analyst - English, German, Microsoft… at HCLTech · Morocco
Skills
Job Description
Job Summary
Provide German-language L1 Service Desk support for Customer’s users and ensure incidents and requests are logged, diagnosed, resolved or escalated in accordance with agreed procedures and service levels.
Key Responsibilities
Manage German-language user contacts through all approved Service Desk channels. • Create complete and accurate ServiceNow records for every reportable contact. • Validate user information, symptoms, business impact and affected service. • Apply agreed ticket categorization, priority and assignment rules. • Perform L1 troubleshooting using approved manuals, SOPs, knowledge articles, remote tools and available diagnostic information. • Resolve eligible incidents and service requests at first contact. • Escalate tickets requiring L2/L3 support without unnecessary delay and include all troubleshooting evidence. • Coordinate with resolver teams and third parties while maintaining end-to-end tracking and user communication. • Ensure that ticket work notes and resolution descriptions are complete, accurate and reusable. • Support users with standard enterprise software, account, email, Teams, connectivity, access and endpoint enquiries. • Promote self-service and help users adopt approved digital-support capabilities. • Contribute to knowledge articles, FAQs and documentation based on recurring German-language issues. • Participate in SLA improvement, quality reviews, training and continuous-improvement activities.
Skill Requirements
Professional fluency in spoken and written German. • Sufficient English proficiency for knowledge transfer and internal operational communication. • Relevant Service Desk, technical-support or customer-support experience. • Familiarity with ServiceNow, incident management and service-request fulfilment. • Working knowledge of Microsoft workplace technologies and endpoint troubleshooting. • Strong ownership, prioritization, communication and ticket-quality skills.