French‑Speaking IT Service Desk Technician

About the role

We are looking for a proactive, customer‑focused Service Desk Technician to deliver first‑line IT support for our Swiss end‑users. The role is based in India (Pune, Bangalore or Hyderabad) and requires fluent French communication, as well as strong English skills for collaboration with global teams.

Key responsibilities

• Serve as the first point of contact for all IT incidents and service requests.
• Log, categorize, prioritize and track tickets using ServiceNow.
• Provide Level 1 support for Windows 10/11, Microsoft 365, network connectivity, VPN, email, printers and business applications.
• Perform initial troubleshooting, resolve issues using knowledge articles, and escalate complex cases to Level‑2/3 teams.
• Monitor ticket queues to ensure SLA compliance and communicate status updates to users.
• Maintain accurate documentation of incidents, resolutions and work‑arounds.
• Participate in shift handovers, operational reviews and continuous improvement initiatives.

Required profile

• Fluent French (B2/C1) – spoken and written.
• Strong English communication skills.
• Bachelor’s degree or diploma in Computer Science, IT or a related field.
• Prior experience in an IT Service Desk or Technical Support environment.

Required skills

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