IT Support Team Lead

About the job

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

If you want to be part of the HCL adventure, we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.

Main Responsibilities:

* Assist in the day-to-day management of the IT Support team to ensure effective incident resolution.
* Coordinate tasks and workload within the Level 1 and Level 2 support teams.
* Escalate complex issues to higher support levels or external vendors when necessary.
* Contribute to the analysis of recurring incidents and support process improvements.
* Maintain and update internal procedures and knowledge base articles.
* Support the implementation of ITIL best practices across the support function.

Daily Activities:

* Monitor support tickets to ensure timely and accurate resolution.
* Provide daily guidance and support to technicians, promoting a positive team environment.
* Organize regular team check-ins to share updates, priorities, and best practices.
* Help onboard new team members and identify training needs.
* Collaborate with other IT teams to ensure coordinated issue resolution.

Soft Skills:

* Strong communication and teamwork abilities.
* Customer-oriented with a problem-solving mindset.
* Organized, dependable, and detail-oriented.
* Ability to work in a fast-paced and dynamic environment.

Technical Requirements:

* Solid understanding of Windows environments, Microsoft Office suite, basic network troubleshooting, antivirus, and firewall tools.
* Experience with ticketing systems and familiarity with ITIL practices.
* Ability to track performance indicators and follow up on operational tasks.

Language Requirements:

* Excellent proficiency in both English and French (spoken and written).