French Language IT Service Desk Analyst (L1 Support)

Zensar Technologies; Pune District; Sur place; INR 450 000 - 600 000; Plein temps

Résumé du poste

Zensar Technologies in Pune is seeking a French-speaking IT Service Desk Analyst (L1) to provide first-line support for end-users. You will handle incidents via phone, email, and chat, manage tickets in ServiceNow, and collaborate with global teams in a UK-shift environment.

The role requires strong French communication, hands-on Microsoft 365, Active Directory, VPN, and Windows troubleshooting, with a focus on quick first-contact resolution and quality user experience.

Qualifications

• French language proficiency (B2/C1 or equivalent).
• Experience in IT Service Desk / Helpdesk / Technical Support.
• Microsoft 365 (Outlook, Teams, OneDrive).
• Active Directory (Password Reset, Account Unlock, User Management).
• Office 365 Administration.
• VPN and Remote Access Support.
• Windows 10/11 troubleshooting.
• ServiceNow or other ITSM ticketing tools.
• End User Computing (EUC) support.
• Excellent verbal and written communication in French and English.

Responsabilités

• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Act as the first point of contact for incidents and service requests via phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and track incidents using ServiceNow or other ITSM tools.
• Troubleshoot Windows 10/11, Outlook, Teams, OneDrive, and M365 issues.
• Administer Active Directory: password resets, account unlocks, user provisioning, onboarding/offboarding.
• Manage Office 365 user administration, shared mailbox access, distribution lists, and permissions.
• Provide remote support and aim for first-call resolution.
• Escalate unresolved issues to Level 2/3 teams.
• Monitor ticket queues and SLA compliance.
• Create knowledge base articles, process docs, troubleshooting guides.
• Follow ITIL-based Incident, Request, and Problem Management.

Connaissances

French proficiency

IT service desk

Microsoft 365

Active Directory

Office 365 administration

VPN/Remote access

Windows 10/11 support

ITSM tools (ServiceNow)

EUC support

French & English communication

Formation

Bachelor's/Diploma in CS/IT or related

Outils

ServiceNow

Description du poste

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

Location: Pune (Work From Office - 5 Days)

Shift Timing: UK Shift

Experience: 2+ Years

Job Summary

We are looking for a French-speaking IT Service Desk Analyst to provide Level 1 support to end users and act as the first point of contact for IT incidents and service requests. The ideal candidate should have strong French communication skills along with hands-on experience in Microsoft 365, Active Directory, ServiceNow, VPN, Windows support, and end-user troubleshooting.

Key Responsibilities

• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Act as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and track incidents using ServiceNow or other ITSM tools.
• Troubleshoot Windows 10/11, Outlook, Teams, OneDrive, and Microsoft 365-related issues.
• Perform Active Directory user administration activities including password resets, account unlocks, user provisioning, onboarding, and offboarding.
• Manage Office 365 user administration, shared mailbox access, distribution lists, and permission management.
• Provide remote support and achieve first-call resolution wherever possible.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Monitor ticket queues and ensure SLA compliance.
• Create and maintain knowledge base articles, process documentation, and troubleshooting guides.
• Follow ITIL-based Incident, Request, and Problem Management processes.

Mandatory Skills

• French Language proficiency (B2/C1 level or equivalent).
• Experience in IT Service Desk / Helpdesk / Technical Support / IT Support.
• Microsoft 365 (Outlook, Teams, OneDrive).
• Active Directory (Password Reset, Account Unlock, User Management).
• Office 365 Administration.
• VPN and Remote Access Support.
• Windows 10/11 troubleshooting.
• ServiceNow or other ITSM ticketing tools.
• End User Computing (EUC) support.
• Excellent verbal and written communication skills in French and English.

Preferred Skills

• Exchange Online.
• Zscaler.
• ITIL Foundation Certification.
• Experience supporting global users.

Education

• Bachelor's Degree or Diploma in Computer Science, Information Technology, or related field.

Ideal Candidate Profile

• French B2/C1 Certified.
• Service Desk / L1 Support background.
• Experience with Microsoft 365, Active Directory, ServiceNow, and VPN support.
• Strong customer service and troubleshooting skills.
• Comfortable working from the Pune office in the specified shift.