service desk french

Cognizant; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Cognizant Chennai is seeking a bilingual IT support specialist to handle French voice-based helpdesk tasks. You will provide first-line (L1) and, when needed, second-line (L2) assistance to end users via phone, email, and chat, using standard service management tools.

You will follow ITIL-based processes for Incident, Request, Problem and Change management, ensure SLA/OLA adherence, and communicate status to users and stakeholders.

Qualifications

• French language proficiency at B2 level.
• Experience with L1/L2 IT support roles.
• Familiarity with ITIL processes and service management.

Responsibilities

• Provide L1/L2 IT support to end users via phone, email, and chat.
• Escalate unresolved issues with proper documentation and diagnostics.
• Follow ITIL processes for Incident, Request, Problem and Change Management.
• Ensure adherence to SLA, OLA, and customer-specific KPIs.
• Provide regular status updates and maintain clear communication with users and stakeholders.
• Contribute to knowledge base articles and continuous service improvement initiatives.
• Support shift-based operations, including rotational shifts if required.

Skills

French language (B2)

Education

ITIL certification

Tools

Service management tools

Job description

Role & responsibilities

• French voice - Support
• Provide first-line (L1) and/or second line (L2) IT support to end users via phone, email, chat, and service management tools.
• Escalate unresolved issues to L2/L3 teams with proper documentation and diagnostics.
• Follow ITIL processes for Incident, Request, Problem, and Change Management.
• Ensure adherence to SLA, OLA, and customer-specific KPIs.
• Provide regular status updates and maintain clear communication with users and stakeholders.
• Contribute to knowledge base articles and continuous service improvement initiatives.
• Support shift-based operations, including rotational shifts if required.
• B2 level - Certified