French L2 Speaker for Service Desk/IT Support

Primary Responsibility

Should be able to handle French phone calls, Emails, Web Tickets, Chats and provide remote support to customers.

Should Log incidents and service requests in ITSM tool, categorize and prioritizing them, and managing their life cycle as per ITIL guidelines

Should be willing to work in 24 x 7 shift environment - Not mandatory

Technical Skills required

Basic understanding of inter-relationship of software, hardware, and communications

Hardware troubleshooting skills Printer and Network issues

Experience in PC Hardware configuration

Experience in Remote desktop support to resolve application/OS related issues

Experience in Remote administration/installation/uninstallation of software/ business applications via Microsoft SCCM

Experience using a variety of PC software including Microsoft Office Suite, Microsoft Exchange, and other business applications.

Experience in troubleshooting Mobile platforms like Intune

Knowledge of Active Directory is desirable

Certification as an MCP is desirable but not mandatory

Certification as an MCSE is desirable but not mandatory

Behavior Skills required

Good Communication skills in Business English – spoken and written

Ability to work under pressure, handle high workloads and volumes and against timelines

Flexibility to work in shifts (24x7 Shift Schedule)

Customer Centricity

Should be able to demonstrate enthusiasm with high levels of patience.

Team player

Collaborative working

Process & Tools

Exposure in ITSM Ticketing tools

Understanding of ITIL Guidelines & Service Desk Operations

Understanding of quality processes in a Service desk

(Salary will be discussed depending upon the experience and qualifications)