French Service Desk L1

Role

Title:

Service Desk Analyst – L1 (French Support)

Experience:

0–3 Years

Location:

Lucknow (IP)

Shift:  24×7 / Rotational

Role Overview :  The Service Desk L1 Analyst is the  first point of contact  for end users, providing  technical support in French  via phone, email, and chat. The role involves  incident logging, troubleshooting basic IT issues, and ensuring timely resolution or escalation  in line with SLA requirements

Key Responsibilities
Provide  first-level technical support  to users in French via calls, emails, and chat
Log, categorize, and prioritize incidents/service requests  in ITSM tools (e.g., Service Now)
Perform  initial troubleshooting and resolution  for issues related to:
Windows OS, MS Office, Outlook
VPN, printers, and basic networking
User accounts (password resets, access issues)
Follow  standard operating procedures and knowledge base articles  to resolve incidents
Ensure  first call resolution (FCR)  wherever possible
Escalate unresolved/complex issues to  L2/L3 teams  as per defined process
Maintain  accurate documentation of tickets and user interactions
Monitor ticket queues and  meet SLA/KPI targets
Provide  regular updates to users  on ticket status
Contribute to  knowledge base and process improvement initiatives

Required Skills
Basic knowledge of:
Windows OS / Microsoft 365
Active Directory / Exchange (basic)
Networking fundamentals
ITSM tools (Service Now, Remedy, etc.)
Understanding of  ITIL processes (Incident/Request Management)

Language Skills
French:  B2 / C1 (mandatory)

Qualifications -  Graduate (any discipline) – IT background preferred