Service Desk Agent (French)

Cognizant; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global IT services provider is hiring a Service Desk Agent in Guadalajara, Mexico. In this role, you'll be the first contact for users needing technical assistance. Responsibilities include troubleshooting issues with hardware and software, managing service requests, and providing user guidance. You must possess advanced French skills and strong communication abilities. The position offers a competitive salary and benefits, along with opportunities for professional growth.

Servicios

Ongoing support and funding for training

Competitive benefits and salary package

Opportunities to work with leading companies

Formación

• Advanced language skills in French are required.
• Must have excellent verbal and written communication abilities.
• Proficient in addressing common IT issues effectively.

Responsabilidades

• Responding to user inquiries through various communication channels.
• Troubleshooting hardware and software issues.
• Managing incident and service request records.

Conocimientos

Advanced French language

Strong communication and interpersonal skills

Proficiency in troubleshooting common hardware and software issues

Familiarity with various operating systems

Problem-solving and analytical thinking

Ability to work under pressure

Familiarity with ITIL or other service management frameworks

Fluent communication skills in Spanish and Portuguese

Intermediate English (Written)

Ability to rotate shifts in a 10x5 environment

Herramientas

SNOW

Remedy

Microsoft Office Suite

Descripción del empleo

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

As Service Desk Agent, you will act as the first point of contact for users (customers or employees) seeking technical assistance or information, typically working in an IT support environment. Your core responsibility is to diagnose, resolve, or elevate issues efficiently to ensure user productivity and satisfaction. You will be responsible for helping users resolve technical issues and ensure smooth operation of IT Services.

Key Responsibilities

• User Support: Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
• Issue Diagnosis: Troubleshoot problems related to hardware, software, networks, printers, user accounts and any other possible technical issue.
• Ticket Management: Log, track, and update service requests and incidents in the ticketing system. Take total ownership of all incidents and service requests.
• Escalation: Forward complex issues to the correct level 2 or 3 support teams when necessary.
• Documentation: Maintain records of issues and solutions on all touched incidents or service requests – also, raise when necessary the need of building a knowledge base article.
• User Guidance: Educate users on best practices and basic IT procedures, guiding and motivating them to use self-healing techniques.

Essential Skills

• Advanced French language
• Strong communication and interpersonal skills. Strong verbal and written communication skills are paramount for interacting clearly with users and documenting issues.
• Proficiency in troubleshooting common hardware and software issues.
• Familiarity with various operating systems (Windows, macOS, etc.) and common business applications (e.g., Microsoft Office Suite) and basic to intermediate technical knowledge. Experience with remote support tools.
• Problem-solving and analytical thinking.
• Ability to work under pressure and multitask
• Familiarity with ITIL or other service management frameworks (a plus)
• Focused on customer‑centric, and dedicated to provide excellent user support and satisfaction.
• Fluent communication skills in Spanish and Portuguese. English Intermediate (Written).
• Ability to rotate shifts in an environment of 10x5.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and building a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe that our culture makes us stronger!

Join us now!

#BeCognizant #IntuitionEngineered