SERVICE DESK-French

Zensar · Pune, Maharashtra, India · 5 days ago

Language Skills (Mandatory):

Fluent French language proficiency (spoken and written) is mandatory.
Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
Strong English communication skills for collaboration with global support teams and internal stakeholders.
Knowledge of German and/or Italian will be considered an added advantage.
French language proficiency (B2/C1 level or equivalent) is mandatory.

Key Responsibilities
Act as the first point of contact for all IT-related incidents and service requests.
Log, categorize, prioritize, and track tickets using the ITSM tool.
Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
Monitor ticket queues and ensure SLA compliance.
Communicate effectively with Swiss users through phone, email, chat, and ticketing systems.
Maintain accurate documentation of incidents, resolutions, and workarounds.
Participate in shift handovers and operational reviews.
Contribute to knowledge management and continuous service improvement initiatives.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Create and update support documentation in accordance with standards to improve future troubleshooting efforts
Follow ITIL-based processes for Incident, Request, and Problem Management.

Required Skills & Qualifications

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