IT Service Desk - French Bilingual

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 250,000 - 420,000; Full time

Job summary

Hexaware Technologies Phil. Branch is seeking a customer-focused L1 IT Service Desk Analyst to provide first-line technical support to our global users.

The role emphasizes incident intake, basic troubleshooting, ticket management, and escalation to higher-level support when needed. You will communicate in English and one additional language (French or German), assist with Windows/macOS, Microsoft 365, VPN, and printing issues, and follow runbooks while contributing to knowledge articles.

Qualifications

• Fluent written and spoken English.
• Fluent written and spoken in one of the following: French or German.
• Experience in a Service Desk, Help Desk, or technical support role preferred.

Responsibilities

• Provide first-contact support via phone, email, chat, and ticketing portal.
• Triage and resolve incidents related to Windows/macOS, Microsoft 365, VPN, connectivity, password resets, printing, and basic applications.
• Create, update, and manage tickets with clear descriptions and follow-up actions.
• Escalate complex issues to L2/L3 teams with complete documentation.
• Communicate status and resolution in English and the additional language.
• Perform remote support using approved tools.
• Follow runbooks and knowledge articles; contribute new knowledge.

Skills

Customer service

Troubleshooting

English proficiency

Multilingual support

Tools

ServiceNow

Zendesk

Jira Service Desk

Remote desktop tools

Job description

Role Summary

We are seeking customer-focused L1 IT Service Desk Analysts to provide first-line technical support to our global users. Successful candidates will be fluent in English plus one of the following languages: French and German. This role focuses on incident intake, basic troubleshooting, ticket management, and escalation to higher-level support when needed.

Key Responsibilities

• Provide friendly, professional first-contact support via phone, email, chat, and ticketing portal.

• Triage and resolve common incidents related to Windows/macOS, Microsoft 365, VPN, connectivity, password resets, printing, and basic application issues.

• Create, update, and manage tickets in the ITSM system with clear descriptions, steps taken, and follow-up actions.

• Escalate complex or unresolved issues to L2/L3 teams or vendors with complete documentation.

• Communicate status and resolution clearly to end users in English and the designated additional language.

• Perform remote support using approved tools (e.g., remote desktop, screen sharing).

• Follow documented runbooks and knowledge base articles; contribute new knowledge articles as solutions are found.

• Meet defined service level agreements (SLAs) and contribute to continuous service improvement.

• Participate in shift handovers and provide input for on‑call rotations if required.

Language Requirements

• Fluent written and spoken English.

• Fluent written and spoken in one of the following: French and German.

• Ability to switch between languages while maintaining professional tone and clarity.

Required Technical Skills

• Strong customer service skills and a user‑centric attitude.

• Basic troubleshooting for:

  • Operating systems: Windows 10/11, macOS

  • Office productivity suites: Microsoft 365 (Outlook, Word, Excel, Teams)

  • Email, network connectivity, VPN, and printers

  • Account and password management (Active Directory / Azure AD)

• Familiarity with ticketing systems (ServiceNow, Zendesk, Jira Service Desk, or similar).

• Comfortable using remote support and diagnostic tools.

• Ability to follow procedures and document incidents accurately.

Desired Experience & Qualifications

• Prior experience in a Service Desk, Help Desk, or technical support role preferred.

• ITIL Foundation or similar customer service/ITSM awareness is an advantage.

• CompTIA A+ or relevant technical certification is desirable but not mandatory.

• Strong problem‑solving skills and ability to learn new technologies quickly.

• Shift flexibility including potential night or weekend rotations depending on the support model.

Soft Skills

• Excellent verbal and written communication in required languages.

• Empathy, patience, and strong interpersonal skills.

• Ability to prioritize multiple tasks and manage time effectively.

• Detail‑oriented with a focus on accurate documentation.