Service Desk L1- French Analyst

HCLTech; Lucknow; On-site; INR 350,000 - 480,000; Full time

Job summary

HCLTech in Lucknow, India is seeking an IT Helpdesk Engineer to provide technical support with a strong focus on French communication. You will diagnose hardware, software, and network issues via telephone, email, or chat and route complex problems to higher-level IT teams.

You will manage user accounts and document resolutions through the Incident Management System. Responsibilities include on-call escalation handling, achieving First Call Resolution, maintaining SLA adherence, and contributing

Qualifications

• Proficient in French communication for customer support.
• Experience in technical support with networking concepts.
• Ability to diagnose hardware/software/network problems via phone/email/chat.
• Familiar with incident management systems and ticketing processes.

Responsibilities

• Provide support for on-call escalations and root-cause analysis.
• Resolve tickets within defined SLA and maintain quality standards.
• Update knowledge base and train junior analysts.
• Assist in CSAT improvement through First Call Resolution.

Skills

French communication

Technical support

Networking knowledge

Incident management

Remote desktop support

Tools

Incident Management System

Job description

Job Description and Requirements

• Must have excellent French communication skills.
• Should have experience in technical support along with networking.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations

Roles and Responsibilities

1. To provide support for on call escalations and doing root cause analysis of given issue.
2. To independently resolve tickets within agreed SLA of ticket volume and time
3. To adhere to quality standards, regulatory requirements and company policies
4. Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases