French-speaking Service Desk L1 (Bilingual)

About the role

We are seeking a bilingual French‑English Service Desk L1 professional to join our global support team. You will deliver high‑quality, first‑line IT assistance to clients across Europe and the Americas, ensuring rapid resolution and strong customer satisfaction.

Key responsibilities

• Respond to customer inquiries via phone, email, and remote support tools.
• Provide timely, accurate resolutions and maintain high customer satisfaction scores.
• Escalate complex incidents to appropriate specialist teams and follow up on open cases.
• Document solutions and update knowledge‑base articles.
• Collaborate with teammates to identify and implement process improvements.
• Adhere to ITIL best practices and maintain precise incident records.
• Participate in rotational shifts, including nights and weekends, to ensure 24/7 coverage.

Required profile

• Excellent written and verbal communication in French and English.
• Willingness to work rotational shifts, including nights and weekends.
• Strong problem‑solving, analytical, and time‑management abilities.
• Customer‑centric mindset with a passion for service excellence.

Required skills

• MS Office suite proficiency.
• ITIL Foundation certification.
• Experience with remote support tools.

What we offer

• Opportunity to work with a global digital solutions leader.
• Professional growth within a diverse, inclusive culture.
• Exposure to a wide range of technologies and client environments.