Loading
Senior Analyst
HCLTech
Senior · 1–3 yrs
Not specified
Rabat, Rabat-Salé-Kénitra, Morocco
Job description
Customer Support
Technology
Senior · 1–3 yrs
## Job Description Job Summary The Service Desk L1 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement. Key Responsibilities Key Responsibilities Incident & Request Management Handle L…
Skills
Primary
Secondary
Responsibilities
Handle L1 escalated incidents and service requests
Perform detailed technical troubleshooting and root cause analysis
Take end-to-end ownership of tickets until closure
Work on major incidents, providing updates and support
Escalate to L2 / engineering teams with proper diagnostics
Provide remote support via phone, email, chat, and ITSM portal
Communicate clearly and professionally with end users
Manage user expectations by providing accurate resolution timelines
Ensure compliance with ITIL-based processes
Create, update, and reuse Knowledge Base (KB) articles