French/German Service Desk Analyst

About the role

HCLTech is looking for a dynamic, customer‑focused French/German Service Desk Analyst to join its Lucknow office. You will provide technical support to global clients, handling incidents and service requests while ensuring high satisfaction levels.

Key responsibilities

• Deliver IT Service Desk support via phone, chat, and email for international customers.
• Manage incidents and service requests in accordance with defined SLAs.
• Troubleshoot Windows OS, hardware, software, and network issues.
• Log, track, and resolve tickets using the company’s ticketing system.
• Communicate effectively in French and German to ensure customer satisfaction.
• Escalate unresolved problems to higher support tiers when necessary.
• Adhere to process guidelines, quality standards, and SLA commitments.

Required profile

• Proficiency in French and German with a mandatory B2 certification.
• Willingness to relocate to Lucknow and work onsite.
• Availability for 24 × 7 US rotational shifts.
• Basic understanding of Windows environments and SLA concepts.

Required skills

• Windows OS
• MS Office
• Troubleshooting
• Incident management
• Ticketing tools
• SLA concepts

What we offer

• Opportunity to work with global clients.
• Dynamic and collaborative work environment.
• Career growth and continuous learning opportunities.