SERVICE DESK - French Language

Language Skills (Mandatory):

• Fluent French language proficiency (spoken and written) is mandatory.
• Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
• Strong English communication skills for collaboration with global support teams and internal stakeholders.
• Knowledge of German and/or Italian will be considered an added advantage.

• French language proficiency (B2/C1 level or equivalent) is mandatory.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, prioritize, and track tickets using the ITSM tool.
• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
• Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
• Monitor ticket queues and ensure SLA compliance.
• Communicate effectively with Swiss users through phone, email, chat, and ticketing systems.
• Maintain accurate documentation of incidents, resolutions, and workarounds.
• Participate in shift handovers and operational reviews.
• Contribute to knowledge management and continuous service improvement initiatives.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Follow ITIL-based processes for Incident, Request, and Problem Management.

Required Skills & Qualifications

• Bachelor's degree or diploma in Computer Science, IT, or related field.
• 2-5 years of experience in IT Service Desk or Technical Support.
• Good understanding of: 
  • Windows 10/11
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • Active Directory
  • VPN and Remote Access Solutions
  • Network fundamentals (LAN/WAN/Wi-Fi)

ITSM tools s

Job Title: Service Desk Agent with French
Location: Pune
Shift: flexibility for rotational shifts
Experience: 2-5 Years
Reporting To: Service Desk Manager