Entreprise
HCLTech is a global technology company, home to more than 220 755 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 2024 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.
Adresse
Technopolis Rabat
Poste
Responsibilities/Activities:
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users;
• Route problems to internal 2nd and 3rd level IT support staff;
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution;
• Administer and provide User account provisioning;
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
• Provide level 1 remote desktop support and perform other activities based on SOPs;
• Perform user account management activities;
• Escalate complex problem to appropriate support specialists;
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications);
• Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints;
• May train users and operators on a limited basis and/or may write training procedures;
• Participate in on-going training and departmental development;
• Routine maintenance updates with other IT staff and business units;
• Provide all required documentation including standards, configurations and diagrams;
• Provide knowledge transfer of EUC operations;
• Incident management responsibilities: Providing, Phone, email and chat support to end users; User access management; Documenting the issue, resolution and maintaining the Knowledge base; Creating and maintaining the knowledge base about the issues that they are handling; Responds to telephone calls, email, instant messages, and assigned tickets from users.
Profile recherché
Job requirements:
• 1-3 years’ experience as a Service Desk Specialist;
• Should have hands on experience windows based client operating systems like windows 7, vista, XP Knowledge on server, Network, storage and other IT Infrastructure devices;
• Knowledge of Active directory, exchange Knowledge in ITSM tools like service now, Remedy and etc.;
• In depth Knowledge on MS office suit Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.;
• Support knowledge on laptop, desktop, printers PDA, blackberry;
• Should have strong verbal / written communication;
• Should have very good knowledge in English and at least one regional Language (German, Italian, Spanish, Russian, Mandarin, Japanese;
• Excellent interpersonal skills with the ability to influence both I.T. and the business.
