French Language IT Service Desk Analyst (L1)

Job Title: French Language IT Service Desk Analyst (L1)

Location: Pune
Work Mode: Work From Office (5 Days)
Shift: UK Shift (10x5 Support Window)
Experience: 2+ Years

Job Summary

We are looking for a French-speaking IT Service Desk Analyst to provide Level 1 technical support to end users. The ideal candidate should possess strong French communication skills along with hands-on experience in Service Desk operations, Microsoft 365 support, Active Directory, VPN troubleshooting, and Windows desktop support.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Provide L1 support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, printers, VPN, and business applications.
• Log, categorize, prioritize, and track incidents using ITSM/ticketing tools.
• Perform troubleshooting and resolve issues within defined SLAs.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Support users through phone, email, chat, and remote support tools.
• Manage user accounts, password resets, access requests, and Active Directory-related activities.
• Monitor ticket queues and ensure SLA compliance.
• Maintain incident documentation, knowledge articles, and troubleshooting guides.
• Participate in shift handovers and continuous service improvement initiatives.
• Follow ITIL-based Incident, Request, and Problem Management processes.

Required Skills

Mandatory

• French Language proficiency (B2/C1 level or above).
• Excellent verbal and written communication skills in French and English.
• Experience in IT Service Desk / Technical Support / Helpdesk.
• Microsoft 365 (Outlook, Teams, OneDrive).
• Active Directory.
• Windows 10/11 support.
• VPN and Remote Access troubleshooting.
• ITSM/Ticketing tools (ServiceNow, Jira, Remedy, etc.).
• Basic networking knowledge (LAN/WAN/Wi-Fi, DNS, DHCP).

Preferred

• ITIL knowledge or certification.
• Azure AD / Entra ID exposure.
• Knowledge of German and/or Italian is an added advantage.

Qualifications

• Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related field.
• French certification from Alliance Franaise / DELF / DALF preferred.

What We're Looking For

• Strong customer service mindset.
• Excellent troubleshooting and problem-solving skills.
• Ability to work in a fast-paced support environment.
• Strong ownership and incident management skills.
• Willingness to work in Pune from office in the specified shift.

Interested candidates with French B2/C1 certification and IT Service Desk experience are encouraged to apply.