French-speaking Service Desk Agent

About the role

We are looking for a French‑speaking Service Desk Agent to join our IT support team in Pune. The role involves providing first‑line assistance to Swiss end users, handling incidents and service requests in French while collaborating with global teams in English.

Key responsibilities

• Serve as the initial point of contact for all IT‑related incidents and service requests.
• Log, categorize, prioritize, and track tickets using the ITSM tool.
• Deliver Level 1 support for Windows 10/11, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Perform remote troubleshooting, document resolutions, and follow ITIL‑based Incident, Request, and Problem Management processes.
• Escalate unresolved issues to Level‑2/Level‑3 teams and ensure SLA compliance.
• Maintain accurate incident records and contribute to knowledge‑base articles.
• Participate in shift handovers, operational reviews, and continuous service‑improvement initiatives.

Required profile

• Bachelor’s degree or diploma in Computer Science, IT, or a related field.
• 2‑5 years of experience in an IT Service Desk or Technical Support role.
• Fluent French (B2/C1) – spoken and written; strong English communication skills.
• Ability to work flexible rotational shifts.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 suite (Outlook, Teams, OneDrive).
• Active Directory.
• VPN and remote‑access solutions.
• Network fundamentals (LAN, WAN, Wi‑Fi).
• ITSM tools.
• ITIL‑based incident and request management.