French service desk

Role-Service desk (French only).

Experience-2 to 4 yrs.

Location-Noida.

(Education-Full time )

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Strong communication skills to handle global customers
• Prior Service Desk Experience
• Strong verbal and written communication skills of French language, ability to interpret, understand French language queries.
• Must have DELF B2 certification
• Knowledge of MS office/O365
• Basic knowledge of L1 troubleshooting of IT issues
• Categorize and record reported queries and provide solutions
• Acting as a point of contact to support service users and customers
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Flexible for 24x7 rotational shifts
• Being accountable for resolving the incidents via workaround or permanent fix
• Ensuring assigned reports are maintained and up-to-date
• Practical Knowledge of an ITSM tool such ServiceNow

Good-to-Have

• Understanding of Incidents, mitigation, and incident response frameworks
• Experienced in communicating with senior management and executives
• Knowledge of relevant laws (GDPR) and regulations related to incident response and data privacy
• Ability to stay calm under pressure and make sound decisions in crisis situations
• Knowledge of Active Directory
• Knowledge of ITIL framework