Service Desk Analyst (French Speaking)

Service Desk Analyst (French Speaking) Job Description Experience:

• Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must.
• Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important.

• Excellent Communication skills in English and French (spoken and written).
• Handling the voice calls.
• ITIL process on Incident Management and Service Request fulfilment.
• Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
• Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure.
• Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues.
• Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
• Proactive problem management is an added advantage.
• Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
• Willingness to work in a rotational shift 24*7*365.
• Use Remote Desktop to assist the end users as required.
• Ability to efficiently and effectively understand the end users’ technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.
• Willingness to work in a rotational shift 24*7*365.