Service Desk Specialist

Job Description :

We are seeking a highly motivated Service Desk Engineer who is fluent in French to join our IT support team. This role will involve providing first-line technical support to our users, troubleshooting IT issues, and ensuring timely resolution of service requests. As a Service Desk Engineer, you will be the first point of contact for end-users and will be responsible for diagnosing and resolving IT-related issues, either remotely or in person. The ideal candidate will have excellent technical skills, a customer-focused attitude, and the ability to communicate effectively in both French and English.

Responsibilities :

• Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
• Serve as the primary contact for French-speaking users, delivering support in both French and English.
• Log and manage service requests, incidents, and problems in the service management tool.
• Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
• Assist with user account management, including password resets, permissions, and access issues.
• Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
• Escalate complex issues to higher-tier support teams when necessary.
• Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
• Provide remote support through remote desktop tools and other communication methods.
• Collaborate with other IT support teams and departments to improve the overall user experience.
• Maintain an up-to-date knowledge base for users to access self-help resources.
• Participate in IT projects and improvements as required, including software rollouts and system upgrades.
• Provide clear communication and updates to users on the status of their requests and issues.
• Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.

Requirements :

Location : Noida

Mandatory : Good Communication in FRENCH Language and Ticketing Tools Knowledge (ServiceNow Preferred)

If you are interested sent your CV to