Service Desk Specialist

4 days ago

Noida, India HCLTech Full time

Job Description:

We are seeking a highly motivated Service Desk Engineer who is fluent in French to join our IT support team. This role will involve providing first-line technical support to our users, troubleshooting IT issues, and ensuring timely resolution of service requests. As a Service Desk Engineer, you will be the first point of contact for end-users and will be responsible for diagnosing and resolving IT-related issues, either remotely or in person. The ideal candidate will have excellent technical skills, a customer-focused attitude, and the ability to communicate effectively in both French and English.

Responsibilities:

- Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
- Serve as the primary contact for French-speaking users, delivering support in both French and English.
- Log and manage service requests, incidents, and problems in the service management tool.
- Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
- Assist with user account management, including password resets, permissions, and access issues.
- Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
- Escalate complex issues to higher-tier support teams when necessary.
- Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
- Provide remote support through remote desktop tools and other communication methods.
- Collaborate with other IT support teams and departments to improve the overall user experience.
- Maintain an up-to-date knowledge base for users to access self-help resources.
- Participate in IT projects and improvements as required, including software rollouts and system upgrades.
- Provide clear communication and updates to users on the status of their requests and issues.
- Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.

Requirements:

- Fluent in French (written and spoken), with a strong ability to communicate technical information clearly to non-technical users.
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of [X] years of experience in a Service Desk or IT support role.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
- Familiarity with IT service management tools (e.g., ServiceNow, JIRA, or similar platforms).
- Excellent problem-solving and troubleshooting skills.
- Strong customer service skills with a focus on delivering high-quality support.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.

Location: Noida

Mandatory: Good Communication in FRENCH Language and Ticketing Tools Knowledge (ServiceNow Preferred)

If you are interested sent your CV to i.aashik@hcltech.com

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