Job Summary

The Service Desk Agent (French Language) is responsible for providing first-level IT support to end users via phone, email, and self-service portal. The role requires strong technical troubleshooting skills along with fluent French communication to ensure effective resolution of incidents and service requests within defined SLAs.

Key Responsibilities

Provide L1 technical support for hardware, software, and network-related issues via calls, emails, and chat. • Log, classify, and prioritize incidents/service requests in the ITSM tool (e.g., ServiceNow/Cherwell). • Perform initial troubleshooting and resolution within agreed SLAs. • Escalate unresolved tickets to appropriate resolver groups while ensuring proper documentation. • Communicate effectively with users in French (mandatory) and English (for internal coordination). • Provide status updates and ensure end-to-end ticket ownership until closure. • Handle incident triaging, outage communication, and major incident coordination when required. • Maintain high customer satisfaction through professional communication and timely resolution. • Contribute to knowledge base updates and continuous service improvements.

Skill Requirements

 Language Requirement: o Fluent in French (written and spoken) – Mandatory o Proficient in English for internal communication • Technical Skills: o Knowledge of Windows OS, O365, Outlook, basic networking o Experience with ITSM tools (ServiceNow, Cherwell, etc.) o Understanding of Incident & Service Request Management (ITIL framework) • Soft Skills: o Strong communication and customer handling skills o Problem-solving and analytical thinking o Ability to work under pressure and manage priorities effectively ________________________________________ Experience • 1–5 years of experience in Service Desk / IT Support roles • Prior experience in handling international (French-speaking) customers preferred

Other Requirements

Willingness to work in 24x7 shifts supporting global users • Ability to support peak loads, outages, and critical incidents • Continuous learning and adherence to process compliance and audit requirements