French Service Desk Analyst (L1) – Lucknow

About the role

The Service Desk Analyst (L1) provides the first point of contact for French‑speaking end users, delivering technical assistance via phone, email and chat. Working in a 24×7 rotational shift from Lucknow, you will log, diagnose and resolve routine IT issues while ensuring compliance with SLA targets.

Key responsibilities

• Provide first‑level support in French through calls, emails and chat.
• Log, categorize and prioritize incidents and service requests in an ITSM tool such as ServiceNow.
• Troubleshoot basic problems related to Windows OS, Microsoft 365, Outlook, VPN, printers and networking.
• Handle user account tasks including password resets and access issues.
• Follow standard operating procedures and knowledge‑base articles to achieve first‑call resolution where possible.
• Escalate complex tickets to L2/L3 teams according to defined processes.
• Maintain accurate ticket documentation and keep users informed of status.
• Monitor queue performance to meet SLA/KPI objectives and contribute to knowledge‑base improvements.

Required profile

• Graduate (any discipline); IT background preferred.
• 0–3 years of experience in a help‑desk or similar environment.
• Fluent French (B2/C1 level) – mandatory.
• Basic understanding of Windows OS, Microsoft 365, Active Directory, Exchange and networking concepts.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy) and ITIL incident/request management.

Required skills

• Windows operating system
• Microsoft 365 suite
• Active Directory and Exchange basics
• Fundamental networking knowledge
• ServiceNow (or similar ITSM platform)
• ITIL incident and request management processes