Marwan Madad

Senior Help Desk / IT Support Analyst with solid experience in multinational and high-volume environments. Specialized in first-level technical support, ServiceNow ticketing, SLA compliance, and structured escalation processes. Strong communication skills and customer-focused mindset, with the ability to handle complex incidents and collaborate effectively with L2/L3 technical teams.

Senior Help Desk Analyst at HCLTech (2025-05 – Present)

Senior Help Desk Analyst supporting Allianz Project

• Provide first-level IT support to end users via phone, email, and chat
• Manage incidents and service requests using ServiceNow (SNOW)
• Analyze, diagnose, and resolve hardware, software, and connectivity issues
• Ensure SLA compliance through proper ticket prioritization and follow-up
• Escalate unresolved or complex issues to L2/L3 teams with detailed documentation
• Maintain accurate records of incidents, solutions, and user interactions

Product Specialist at Foundever (2024-07 – 2025-06)

Product Specialist supporting Abbott Project

• Handled advanced customer requests and product-related troubleshooting
• Supported team management activities including attendance tracking and quality monitoring
• Reviewed calls and evaluated service quality against defined standards
• Managed backlog of webforms and emails to ensure timely resolution
• Acted as point of contact for the team in the manager's absence
• Used CRM tools to track cases and improve customer satisfaction

Customer Service Operator at Foundever (2023-09 – 2024-07)

Customer Service Operator supporting Abbott Project

• Provided Italian-language customer support via inbound calls
• Resolved customer inquiries efficiently while maintaining quality KPIs

Customer Service Operator at E-call Services (2023-01 – 2023-08)

Customer Service Operator in contact center environment

• Managed customer interactions through calls, emails, and chat
• Delivered professional support in a fast-paced contact center environment

Customer Service Operator (Back Office) at Outsourcia (2021-07 – 2022-11)

Back Office Customer Service Operator

• Handled back-office tasks and case management for Italian-speaking clients
• Ensured accuracy and completeness of customer records

IT Intern - Web Development at Plateau d'Équipement Général SARL (2021-05 – 2021-05)

IT Internship focusing on web development

• Developed and maintained a dynamic e-commerce website
• Assisted with website updates and technical improvements

Bachelor's Degree in Mobile Application Engineering – Faculty of Sciences and Techniques, Settat

Specialized Technician Diploma in Multimedia Development – ISTA Settat

Scientific Baccalaureate in Life and Earth Sciences