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 :

Fluent in French (written and spoken), with a strong ability to communicate technical information clearly to non-technical users.

Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

Minimum of [X] years of experience in a Service Desk or IT support role.

Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.

Familiarity with IT service management tools (e.g., ServiceNow, JIRA, or similar platforms).

Excellent problem-solving and troubleshooting skills.

Strong customer service skills with a focus on delivering high-quality support.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Experience with remote support tools (e.g., TeamViewer, Remote Desktop).

Basic knowledge of networking concepts (TCP / IP, DNS, DHCP) and hardware troubleshooting.

Location : Noida

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

If you are interested sent your CV to i.aashik@hcltech.com