SERVICE DESK-French Professional

Zensar; Pune District; Sur place; INR 350 000 - 500 000; Plein temps

Résumé du poste

Zensar is seeking an IT Service Desk professional to provide Level 1 support for Swiss users in French and English. The role involves incident logging, initial troubleshooting, and ticket management using ITSM tools from a Pune-based office.

Ideal candidates will have a CS/IT degree and IT helpdesk experience, with strong communication skills in French and English, and familiarity with Windows, M365, Active Directory, VPN, and networking basics.

Qualifications

• Bachelor's degree in Computer Science/IT or related field.
• Experience in IT Service Desk or Technical Support.
• Strong written and spoken communication in French and English.

Responsabilités

• Act as the first point of contact for all IT incidents and service requests.
• Log, categorize, prioritize, and track tickets using ITSM tool.
• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business apps.
• Perform initial troubleshooting and resolve issues per procedures and knowledge articles.
• Escalate unresolved incidents to Level-2/Level-3 teams as required.
• Monitor ticket queues and ensure SLA compliance.
• Communicate with Swiss users via phone, email, chat, and ticketing systems.
• Maintain documentation of incidents, resolutions, and workarounds.
• Participate in shift handovers and operational reviews.
• Contribute to knowledge management and continuous service improvement.

Connaissances

French language

French communication

English communication

German/Italian advantage

IT Service Desk experience

Customer support mindset

Formation

Bachelor's degree in CS/IT

Outils

Windows 10/11

Microsoft 365

Active Directory

VPN & Remote Access

Networking basics

Description du poste

Language Skills (Mandatory)

• Fluent French language proficiency (spoken and written) is mandatory.
• Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
• Strong English communication skills for collaboration with global support teams and internal stakeholders.
• Knowledge of German and/or Italian will be considered an added advantage.
• French language proficiency (B2/C1 level or equivalent) is mandatory.

Required Skills & Qualifications

• Bachelors degree or diploma in Computer Science, IT, or related field.
• Experience in IT Service Desk or Technical Support.
• Good understanding of:
  • Windows 10/11
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • Active Directory
  • VPN and Remote Access Solutions
  • Network fundamentals (LAN/WAN/Wi-Fi)

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, prioritize, and track tickets using the ITSM tool.
• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
• Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
• Monitor ticket queues and ensure SLA compliance.
• Communicate effectively with Swiss users through phone, email, chat, and ticketing systems.
• Maintain accurate documentation of incidents, resolutions, and workarounds.
• Participate in shift handovers and operational reviews.
• Contribute to knowledge management and continuous service improvement initiatives.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Follow ITIL-based processes for Incident, Request, and Problem Management.