French Language IT Service Desk Analyst (L1)

Zensar; Pune District; Presencial; INR 350.000 - 550.000; Jornada completa

Descripción de la vacante

Zensar in Pune seeks a French-speaking IT Service Desk Analyst (L1) to deliver Level 1 support for Windows, Microsoft 365, VPN, and related services. You will act as the first point of contact, handling incidents from a UK shift and ensuring timely ticket resolution.

The ideal candidate has 2+ years in IT service desk roles, strong French communication skills, and familiarity with ITSM tools. This role requires working from the Pune office five days a week.

Formación

• Bachelor’s or diploma in CS/IT requested.
• French certification preferred.

Responsabilidades

• Act as the first point of contact for IT incidents and service requests.
• Provide L1 support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, printers, VPN, and business apps.
• Log, categorize, prioritize, and track incidents using ITSM/ticketing tools.
• Troubleshoot and resolve issues within defined SLAs.
• Escalate unresolved issues to Level 2/3 support teams.
• Support users via phone, email, chat, and remote tools.
• Manage user accounts and Active Directory tasks (password resets, access requests).
• Monitor ticket queues and SLA compliance.
• Maintain incident docs, knowledge articles, and guides.
• Participate in shift handovers and service improvement initiatives.
• Follow ITIL-based Incident, Request, and Problem Management processes.

Conocimientos

French language proficiency

Communication skills

IT Service Desk

Microsoft 365

Active Directory

Windows 10/11

VPN/Remote Access

ITSM/Ticketing tools

Networking basics

Educación

Bachelor’s Degree in Computer Science/IT

French certification (Alliance Française / DELF / DALF)

Herramientas

ServiceNow

Jira

Remedy

Descripción del empleo

Job Title: French Language IT Service Desk Analyst (L1)

Location: Pune
Work Mode: Work From Office (5 Days)
Shift: UK Shift (10x5 Support Window)
Experience: 2+ Years

Job Summary

We are looking for a French-speaking IT Service Desk Analyst to provide Level 1 technical support to end users. The ideal candidate should possess strong French communication skills along with hands‑on experience in Service Desk operations, Microsoft 365 support, Active Directory, VPN troubleshooting, and Windows desktop support.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Provide L1 support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, printers, VPN, and business applications.
• Log, categorize, prioritize, and track incidents using ITSM/ticketing tools.
• Perform troubleshooting and resolve issues within defined SLAs.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Support users through phone, email, chat, and remote support tools.
• Manage user accounts, password resets, access requests, and Active Directory‑related activities.
• Monitor ticket queues and ensure SLA compliance.
• Maintain incident documentation, knowledge articles, and troubleshooting guides.
• Participate in shift handovers and continuous service improvement initiatives.
• Follow ITIL‑based Incident, Request, and Problem Management processes.

Required Skills

Mandatory

• French Language proficiency (B2/C1 level or above).
• Excellent verbal and written communication skills in French and English.
• Experience in IT Service Desk / Technical Support / Helpdesk.
• Microsoft 365 (Outlook, Teams, OneDrive).
• Active Directory.
• Windows 10/11 support.
• VPN and Remote Access troubleshooting.
• ITSM/Ticketing tools (ServiceNow, Jira, Remedy, etc.).
• Basic networking knowledge (LAN/WAN/Wi-Fi, DNS, DHCP).

Preferred

• ITIL knowledge or certification.
• Azure AD / Entra ID exposure.
• Knowledge of German and/or Italian is an added advantage.

Qualifications

• Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related field.
• French certification from Alliance Franaise / DELF / DALF preferred.

What We're Looking For

• Strong customer service mindset.
• Excellent troubleshooting and problem‑solving skills.
• Ability to work in a fast‑paced support environment.
• Strong ownership and incident management skills.
• Willingness to work in Pune from office in the specified shift.